AccountId: 011433970860
ContactId: 79f6b089-c001-4436-91e6-a11bd557514d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127199 ms
Total Talk Time (AGENT): 53488 ms
Total Talk Time (CUSTOMER): 50215 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/79f6b089-c001-4436-91e6-a11bd557514d_20250618T19:21_UTC.wav
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[AGENT][NEUTRAL] For contacting this is. How may I help you?
[CUSTOMER][NEUTRAL] Uh hello. I'm [PII] from provider office and I'm looking for the eligibility for a patient.
[AGENT][NEUTRAL] OK. OK. What is, what is the policy number that we are looking at today?
[CUSTOMER][NEUTRAL] It is 01660274 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The first name is [PII] and the last, last name is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else I can tell you besides eligibility on the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, what about the group number?
[AGENT][NEUTRAL] The group number of the policy.
[AGENT][NEUTRAL] It's 162-57.
[AGENT][NEUTRAL] And that is 365 operating company.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then [PII] is the policy holder for this policy, am I right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, what about the claim mailing address?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] On those.
[CUSTOMER][NEUTRAL] OK, that's all for today. May I know your name once again and the call reference number?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as our reference.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a good day. Bye-bye.
[AGENT][NEUTRAL] OK, if there's nothing else to help with, thanks for contacting if you have.