AccountId: 011433970860
ContactId: 474c29e4-c773-4483-af08-153b488a15e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106720 ms
Total Talk Time (AGENT): 62881 ms
Total Talk Time (CUSTOMER): 38782 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/474c29e4-c773-4483-af08-153b488a15e3_20250220T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, good morning. I was calling to see if Vi has active coverage.
[AGENT][POSITIVE] OK, be glad to help you. Go ahead and give me your policy number and your name.
[CUSTOMER][NEUTRAL] Sure. Policy number is W213141848 and it's, my name is [PII]. You wanna need patient's name?
[AGENT][NEUTRAL] No, ma'am, I do need your name, [PII], but [PII], that is not one of our uh policy numbers. Uh, ours is going to be a certificate number, yeah, 8 digit number, you see that?
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, I was giving you the primary insurance. It's 2556035.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, [PII], that's no problem and thank you so much for that information. Now, while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for all that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] Sure. It is [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you so much. Looks like [PII] is a dependent spouse on this medical supplemental plan. I do show the original effective date is [PII]. She is current and active, but I must advise that replication of coverage is not a guarantee of payment on a claim, but you did say you're checking eligibility, or do you need benefits as well?
[CUSTOMER][POSITIVE] Uh, no, I just needed to know if they were active. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. That's all I can help you with today?
[CUSTOMER][POSITIVE] That is all. You have a great rest of your day.
[AGENT][POSITIVE] OK, well, you as well, [PII]. Thanks for calling IPL. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.