AccountId: 011433970860
ContactId: 5f9d84b5-b10e-4e97-aa9e-e28e43a36cc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102510 ms
Total Talk Time (AGENT): 46670 ms
Total Talk Time (CUSTOMER): 37983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/5f9d84b5-b10e-4e97-aa9e-e28e43a36cc2_20250625T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. My name is [PII] and my last name initial is [PII]. I'm calling from the provider office for the eligibility.
[AGENT][NEUTRAL] OK, 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] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, sure. The callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, so the policy number is 02610047.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] [PII]. Uh it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active, uh, 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] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much for this information, [PII], and that's it for today. Just help me the call reference number.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] A. last initial is A.
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, no. Thank you so much. Bye for now.
[AGENT][POSITIVE] Thank you, bye bye.