AccountId: 011433970860
ContactId: 475766ce-2db1-4963-8158-e8de3367c62e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92010 ms
Total Talk Time (AGENT): 49780 ms
Total Talk Time (CUSTOMER): 28499 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/475766ce-2db1-4963-8158-e8de3367c62e_20250327T14:33_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling because I need to verify eligibility.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 01854360ML8
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Perfect and then all I need is a reference number.
[AGENT][NEUTRAL] OK, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That's it thank you have a good day.
[AGENT][POSITIVE] Of course, thanks for calling ATL you too bye bye.
[CUSTOMER][NEUTRAL] Bye.