AccountId: 011433970860
ContactId: 5b9f190b-275b-47e8-99c8-096f3c42fcdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121389 ms
Total Talk Time (AGENT): 59316 ms
Total Talk Time (CUSTOMER): 45545 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/5b9f190b-275b-47e8-99c8-096f3c42fcdd_20250117T20:22_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you, [PII]. Uh, can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] I have 154.
[CUSTOMER][NEUTRAL] 2648
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she does, uh, let me know when you're ready for this updated policy number.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it is 02491709.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and does she have a different group number?
[AGENT][NEUTRAL] Um, I don't think so, but I will check. Give me just a moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Group number I've got is 21,740.
[CUSTOMER][POSITIVE] 740 OK perfect alright thank you so much.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright, and what's the effective date for that?
[AGENT][NEUTRAL] Yes, effective date was, um, picked up where that other one left off, so it's uh [PII].
[CUSTOMER][NEUTRAL] she
[CUSTOMER][POSITIVE] OK, perfect. Alright, that is it, Ms. [PII], thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][POSITIVE] Thank you bye bye.