AccountId: 011433970860
ContactId: 52325b42-f2f8-42a2-b65a-81d8729cc499
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154809 ms
Total Talk Time (AGENT): 65040 ms
Total Talk Time (CUSTOMER): 48947 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/52325b42-f2f8-42a2-b65a-81d8729cc499_20250318T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. Uh, my name is [PII]. I'm calling from South Miami Hospital, and I'm calling to verify member eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, first name is [PII], last name is [PII]. Date of birth is [PII]. Policy number is 00940984.
[AGENT][NEUTRAL] OK, let me read the policy number back to you. 009490984.
[CUSTOMER][NEUTRAL] No, 0094 0984.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, I do show.
[AGENT][NEUTRAL] Excuse me, that [PII] does have an active policy, and the effective date of his policy is [PII].
[CUSTOMER][NEUTRAL] And does this policy has a group number?
[AGENT][NEUTRAL] Yes, ma'am. That group number is 15651.
[CUSTOMER][NEUTRAL] What about group name?
[AGENT][NEGATIVE] Falco sales.
[CUSTOMER][NEUTRAL] OK, and this is a gap or a supplemental?
[AGENT][NEUTRAL] It is a supplemental gap insurance that helps with deductible, co-pay and co-insurance, built secondary to the primary.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[AGENT][POSITIVE] You're so welcome. Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome. You have a great night and thanks for calling ATL.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye now.