AccountId: 011433970860
ContactId: 71006179-d51d-4216-ad92-3dbb36b3848e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99300 ms
Total Talk Time (AGENT): 54519 ms
Total Talk Time (CUSTOMER): 30820 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/71006179-d51d-4216-ad92-3dbb36b3848e_20250515T15:19_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was wanting to verify a patient's eligibility and benefits.
[AGENT][NEUTRAL] I can help with eligibility and benefits, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Sorry, my name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02467413
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] OK, thank you. [PII] the policy went into effect on [PII]. It is, uh, active to [PII]. Um, now you mentioned benefits. This is a secondary or gap insurance and what it's meant to do is pick up the deductible, co-payment or co-insurance from the major medical. Now is there anything in particular that I could tell you about, uh, inpatient, outpatient benefits?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Uh, no, I apo I apologize. I was just trying to make sure that she was active and eligible.
[AGENT][NEUTRAL] Oh yes, she's she's active uh until [PII].
[CUSTOMER][NEUTRAL] Alright, that is, um, actually all I needed today. Do you guys give out reference numbers?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're going to use that in today's date of the reference.
[CUSTOMER][POSITIVE] Alright, that is all I need today [PII], thank you.
[AGENT][POSITIVE] Thanks for contacting AP.