AccountId: 011433970860
ContactId: 47bdeba1-9c59-4d61-b72b-13821a037b5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109849 ms
Total Talk Time (AGENT): 45561 ms
Total Talk Time (CUSTOMER): 45717 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/47bdeba1-9c59-4d61-b72b-13821a037b5b_20250610T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm just calling to verify that a patient's insurance is still active.
[AGENT][NEUTRAL] Sure, I can make sure that's active for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh huh it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 01708164.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, [PII] and date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that.
[AGENT][NEUTRAL] Effective date was [PII] of 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] Alright, and it is active?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK perfect all right and then may I get a reference number for the call?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, no, ma'am, I think that was it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Uh thank you
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.