AccountId: 011433970860
ContactId: 4894170c-453c-4968-9a0d-afa8e0656101
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133649 ms
Total Talk Time (AGENT): 50387 ms
Total Talk Time (CUSTOMER): 55515 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/4894170c-453c-4968-9a0d-afa8e0656101_20250611T18:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], initial [PII]. I'm calling to check on my patient's eligibility, please, and I had a few questions about the plan.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 4, no, I'm sorry, I'm gonna start over. 01885448. M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And what questions did you have about the policy?
[CUSTOMER][NEUTRAL] Uh, this is a medical gap insurance, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Like, OK, got it. Um, and then is there any group name or number associated with the plan?
[AGENT][NEUTRAL] I'm showing the group number is 24214.
[AGENT][NEUTRAL] And the group name is SL, excuse me, S F L R E group.
[CUSTOMER][NEUTRAL] Got it. Thank you. And then just two more questions. I have her name only as [PII]. Do you have any middle names or initials?
[AGENT][NEUTRAL] Um, no middle name.
[CUSTOMER][NEUTRAL] Thank you. And final question is I have her gender as female. Is that what's in your system?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Got it. All right, thank you so much. If I could just have your last name initial, and if you have a call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] I