AccountId: 011433970860
ContactId: 5d8febc2-1ba4-4a3e-9f24-f60a7be24e5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127750 ms
Total Talk Time (AGENT): 59582 ms
Total Talk Time (CUSTOMER): 49629 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/5d8febc2-1ba4-4a3e-9f24-f60a7be24e5f_20250207T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if patient if the patients still active with this insurance.
[AGENT][NEUTRAL] Yeah, I can check to see if the uh policy is still active. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and then did you have that policy number?
[CUSTOMER][NEUTRAL] 02473293
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that for. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy. It is designed to help with copay, the deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Oh, OK, um, it's still active and then is it the [PII] box to send the claim? Is it [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, in [PII], yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright and.
[AGENT][NEUTRAL] I've also got a uh fax number and a pair ID if you'd like.
[CUSTOMER][NEUTRAL] No, no, no, that's OK, that's OK, um, can I have a reference number for the call today?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right, and then my last initial is [PII]
[CUSTOMER][NEUTRAL] And last initial.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Correct. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.