AccountId: 011433970860
ContactId: 6f2e5b49-5b19-457c-a9f3-d88eb59fce8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96599 ms
Total Talk Time (AGENT): 47820 ms
Total Talk Time (CUSTOMER): 36457 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/6f2e5b49-5b19-457c-a9f3-d88eb59fce8e_20250611T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I was calling to verify a patient's um eligibility.
[AGENT][NEUTRAL] Yeah, 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] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] The policy number is gonna be 02563925.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It is, let me take a look here. It is um [PII] or [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. 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][POSITIVE] Alright, wonderful. And can I get the uh first initial to your last name and a reference number for our phone call today?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] No, that's it thank you so much for your time today have a good rest of your day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.