AccountId: 011433970860
ContactId: 72ba54be-a6b2-497c-98f8-b30a33ab45a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193059 ms
Total Talk Time (AGENT): 43030 ms
Total Talk Time (CUSTOMER): 75078 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/72ba54be-a6b2-497c-98f8-b30a33ab45a6_20250428T21:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing? This is [PII] from Auctioner Outpatient registration. I'm calling to verify some insurance for, uh, one of your customers.
[AGENT][NEUTRAL] Sure we're just needing to check eligibility.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I could check that for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is 02135059.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, 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][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I have the effective from date. Do you guys have a current effective to date?
[AGENT][NEUTRAL] Uh, no, just that it is currently active.
[CUSTOMER][NEUTRAL] Hm, [PII], she said there's no effective days she's currently active.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] So should I try?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] See what is this
[CUSTOMER][NEUTRAL] Well this is the one that's active with this policy number here.
[CUSTOMER][NEUTRAL] Look like.
[CUSTOMER][NEUTRAL] And then put on like I the to.
[CUSTOMER][POSITIVE] All right, thank you so much ma'am that was all I needed from you guys today uh.
[AGENT][POSITIVE] Sure, OK, alright, well thanks for giving us a call up you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.