AccountId: 011433970860
ContactId: 7353e116-e842-4cbe-a224-c8ae0e3d4262
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95480 ms
Total Talk Time (AGENT): 37940 ms
Total Talk Time (CUSTOMER): 41660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/7353e116-e842-4cbe-a224-c8ae0e3d4262_20250312T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling ATL. This is.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh sorry you couldn't hear me um it's [PII] from Memorial Healthcare. I was calling just to check if patients active with their supplement.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Sure I can check that eligibility for you. Um, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I do. I have 0 American Public Life. It's 02565087.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Uh it says here, hold on, let me look at the card and see if this patient is, if it's her insurance.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You can just give me her name, that's fine.
[CUSTOMER][NEUTRAL] On the card is [PII].
[CUSTOMER][NEUTRAL] OK, so it's insured by [PII] and it's for his spouse, [PII], 21669.
[AGENT][NEUTRAL] Perfect. OK, yes, so she is covered under this policy and it is currently active. Uh, that effective date was [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect. Thank you so much.
[AGENT][NEUTRAL] Mhm, of course, is there anything else I could help you with?
[CUSTOMER][NEUTRAL] That was all.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.