AccountId: 011433970860
ContactId: 64fcc190-c0fc-4378-a9a6-13ce863a6828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89809 ms
Total Talk Time (AGENT): 41762 ms
Total Talk Time (CUSTOMER): 32397 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/64fcc190-c0fc-4378-a9a6-13ce863a6828_20250611T15:03_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 to verify eligibility.
[AGENT][NEUTRAL] OK, I could check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] 0189786.
[AGENT][NEUTRAL] I'm so sorry, uh, could you repeat that, [PII]?
[CUSTOMER][NEUTRAL] OK, it's 01897866.
[AGENT][NEUTRAL] Got it thank you sorry it kind of cut out there and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] [PII]. I'm [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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] OK.
[CUSTOMER][POSITIVE] That's all that I needed. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, and you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.