AccountId: 011433970860
ContactId: 4d3ab2ac-5e80-46f0-9307-b94d36d58851
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137460 ms
Total Talk Time (AGENT): 53490 ms
Total Talk Time (CUSTOMER): 64711 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/4d3ab2ac-5e80-46f0-9307-b94d36d58851_20250626T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] here calling from Nicholas Shelters Hospital. I have a patient with me to check the patients of the active active and the effective date for the patient.
[AGENT][NEUTRAL] Sure, I can check out eligibility and effective date for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] This is [PII], [PII] last name of the first letter is [PII] M.
[AGENT][NEUTRAL] OK, um, let's see, um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then uh do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 0401484256 M as in Mike L as in Lima 8.
[CUSTOMER][NEUTRAL] Can you repeat that policy number?
[AGENT][NEUTRAL] OK and then what was the name?
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yeah, last name is [PII] and the first name is [PII] T.
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. Uh, so this policy is active effective date for this member was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 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] OK.
[CUSTOMER][NEUTRAL] OK. May I know your name? Could you please spell your name?
[AGENT][NEUTRAL] My name is spelled [PII] A. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yeah, I'm done with this. Can, can the last name of the first letter?
[AGENT][NEUTRAL] Last initial is A.
[CUSTOMER][NEUTRAL] Hey, can I get a call reference number for this?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date.
[CUSTOMER][NEUTRAL] OK, KRAA 06262025, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thanks for the information, [PII]. Thank you. Have a great day.
[AGENT][POSITIVE] Of course, thanks for my APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.