AccountId: 011433970860
ContactId: 556a8360-1bce-40a7-bbb3-e04fc7af6e13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122480 ms
Total Talk Time (AGENT): 61090 ms
Total Talk Time (CUSTOMER): 35866 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/556a8360-1bce-40a7-bbb3-e04fc7af6e13_20250416T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I need to get um eligibility on a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. um, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] So that was [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK [PII], can I get a good call back number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, I do. It is 02137695.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Um, I've got
[AGENT][NEUTRAL] A different date of birth. Um, I've actually got it swapped.
[AGENT][NEUTRAL] I've got it as [PII].
[CUSTOMER][NEUTRAL] Yeah, that's what I'm, I'm sorry, [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, no, that's all right. I always got to see if it's a problem on our end. Well, I appreciate you verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], 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, alrighty and can I get um a reference number?
[AGENT][NEUTRAL] Sure, that would be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for calling APO I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.