AccountId: 011433970860
ContactId: 4d8e7153-b5de-40f7-a354-915a07dbb4c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82260 ms
Total Talk Time (AGENT): 46161 ms
Total Talk Time (CUSTOMER): 25598 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/4d8e7153-b5de-40f7-a354-915a07dbb4c5_20250213T14:44_UTC.wav
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[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? My name is [PII] calling from Doctor's Hospital and I'm calling to verify patient eligibility, please.
[AGENT][NEUTRAL] I can help with eligibility. What is that policy number, please?
[CUSTOMER][NEUTRAL] 1,124,470.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, the policy is active. Let me give you the, the correct, uh, what they do is they, they get a new policy number whenever they renew with the group and the uh correct policy number for, um, [PII], which went into effect on [PII] is 1979903, but the policy is active. Now, is there anything else that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Effective date is [PII].
[AGENT][NEUTRAL] That's correct. Uh, [PII].
[CUSTOMER][NEUTRAL] [PII] OK, and what's the initial to your last name, [PII]?
[AGENT][NEUTRAL] It's [PII], and we're gonna use that today's date is a reference.
[CUSTOMER][POSITIVE] Perfect, thank you very much for your help, OK?
[AGENT][POSITIVE] Hey thanks for contacting APO with