AccountId: 011433970860
ContactId: 6609a4e1-2e5f-4526-bd79-a354d74ce056
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117660 ms
Total Talk Time (AGENT): 60033 ms
Total Talk Time (CUSTOMER): 46052 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/6609a4e1-2e5f-4526-bd79-a354d74ce056_20250121T13:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm just trying to verify number eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility. Can I ask your name?
[CUSTOMER][POSITIVE] Yeah, I'm gonna spell it for you. It's um [PII], but it's spelled [PII]
[AGENT][POSITIVE] Thank you, [PII] and what is a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] and option two.
[AGENT][POSITIVE] Thank you, [PII], by the way, that's a beautiful name.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yes, um, I have 01.
[CUSTOMER][NEUTRAL] 87
[CUSTOMER][NEUTRAL] 71
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and then the number 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][POSITIVE] All right, thank you, and it would be my pleasure to assist you with eligibility and benefits for [PII]. I'm showing that her policy is active.
[AGENT][NEUTRAL] Effective date is for [PII]. This is a secondary policy to her major medical coverage. And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Oh, that was it just to verify eligibility um and then yeah and then just to confirm, um, no future, um, termination date correct?
[AGENT][NEUTRAL] Just.
[AGENT][NEUTRAL] No future termination date on file.
[CUSTOMER][POSITIVE] Perfect. If it's OK, can I make a note of a call reference number please?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][POSITIVE] Alright thank you so much [PII].
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.