AccountId: 011433970860
ContactId: 4833c0dd-068d-4f30-89ea-85343c2cb296
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126940 ms
Total Talk Time (AGENT): 61699 ms
Total Talk Time (CUSTOMER): 45750 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4833c0dd-068d-4f30-89ea-85343c2cb296_20250210T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Hi, my name is [PII]. I'm calling from Henry Ford Health System calling to check to verify a patients still have coverage with you with your company.
[AGENT][NEUTRAL] I can help you with eligibility. I'm sorry I missed your name. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And the callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] I have uh uh oh, what did I do with it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have 02123560.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] is the first name, last name is [PII] The date of birth is [PII].
[AGENT][NEUTRAL] Now, [PII], I was hoping you were gonna say that name because I can't figure out how to say it.
[CUSTOMER][NEUTRAL] That's why I spelled it.
[CUSTOMER][NEUTRAL] I don't want to mess it up.
[AGENT][NEUTRAL] Oh, I like I've never seen that one before.
[CUSTOMER][NEUTRAL] I said I'm gonna go with spelling.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I hear you. I would have done the same thing.
[AGENT][NEUTRAL] Well, I can help you with that eligibility for [PII]. I am showing her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to her primary insurance. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, but, uh, are you able to give me a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK, and then you said today's dated with that, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you so much have a wonderful day.
[AGENT][POSITIVE] You too, [PII]. It was a pleasure to assist you with that eligibility and thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.