AccountId: 011433970860
ContactId: 6208bf51-e483-4cb7-b71e-98619da48c28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89430 ms
Total Talk Time (AGENT): 42127 ms
Total Talk Time (CUSTOMER): 61719 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6208bf51-e483-4cb7-b71e-98619da48c28_20250602T15:54_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Us, but now it looks.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Of the
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the office of Doctor [PII]. I have a patient here by the name of [PII]. Um, she presented an APL card. Is this a medical insurance company, or? OK.
[AGENT][NEUTRAL] Um, let me get that policy pulled up. We do, uh, it's supplemental insurance, um, typically, but if you can give me that policy number, I'll see exactly what kind that is.
[CUSTOMER][NEUTRAL] OK, yes, ma'am. We have 02616414.
[CUSTOMER][NEUTRAL] Yes, we'll just do it the same day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then uh oh before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] Thanks alright thank you bye bye.
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] OK, thank you and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, the patient is, uh, [PII]. Date of birth [PII], and this is on her spouse, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got it. OK. Thank you so much for verifying all of that. So this is a secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, that's what I needed then. Thank you so much. I appreciate that. Alrighty, appreciate it. Thank you. All right, thank you. Uh bye bye.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely I hope you have a great rest of your day. Thanks for giving us a call bye bye.