AccountId: 011433970860
ContactId: 5bc60697-59c0-4be4-bf25-6cf97b6b4443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93889 ms
Total Talk Time (AGENT): 48050 ms
Total Talk Time (CUSTOMER): 35389 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/5bc60697-59c0-4be4-bf25-6cf97b6b4443_20250227T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi my name is [PII]. I'm calling from.
[CUSTOMER][NEUTRAL] Um, Spiro Clinton Hospital, uh, checking eligibility for a member, please.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then, uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, 02432920.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for 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][POSITIVE] OK, fabulous thank you very much um is there uh a reference number for our call then?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That was all that I needed at this time thank you very much, [PII], for your help.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You also thank you very much.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.