AccountId: 011433970860
ContactId: 732413da-29cb-4d8e-a2d4-362a5d481f24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130479 ms
Total Talk Time (AGENT): 52994 ms
Total Talk Time (CUSTOMER): 55498 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/732413da-29cb-4d8e-a2d4-362a5d481f24_20250613T22:26_UTC.wav
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[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], is there, uh, I'm just here to call about a patient's eligibility and this insurance is active or gap insurance.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I could check that eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it. um, and [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] 100% it's gonna be the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do it's um you're ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 1,480,330 M as in milk, L as in long and 8 I don't know.
[AGENT][POSITIVE] Close enough. OK, thank you, and then um.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] What was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Got you. Uh first name is gonna be [PII], and last name [PII] [PII] and then [PII]
[AGENT][NEUTRAL] Thank you, do you have that date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Perfect. OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And as this is a secondary medical policy, it is designed to help with co-pay, deductible and coinsurance after major medical pays.
[CUSTOMER][POSITIVE] Perfect. There we go, appreciate that, [PII].
[AGENT][NEUTRAL] Sure, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be and you said [PII]?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate your time.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call have a great weekend.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][POSITIVE] Thanks bye bye.