AccountId: 011433970860
ContactId: 7a158b70-e819-4517-adbd-83cd480a19e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161649 ms
Total Talk Time (AGENT): 64018 ms
Total Talk Time (CUSTOMER): 88249 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/7a158b70-e819-4517-adbd-83cd480a19e3_20250220T15:29_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. The last initial for my name is [PII], and I'm calling from Northside Hospital in regards to eligibility and benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility and benefits, and I'm sorry, what was your name? First name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Thank you, [PII], and what is a good callback number, please?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII] and that's correct.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] The policy number that I'm showing is 02455103.
[CUSTOMER][NEUTRAL] D for [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Mhm. Date of birth that I'm showing is [PII].
[AGENT][POSITIVE] Oh, right, thank you, and it would be my pleasure to assist you with eligibility. Now, actually, [PII], this policy turned on [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I did check to see if she has an active policy with us and she doesn't.
[CUSTOMER][NEUTRAL] 0, 2014.
[CUSTOMER][NEUTRAL] OK, so in [PII] it turned, so she had no coverage last year.
[AGENT][NEUTRAL] Um, not after [PII].
[CUSTOMER][NEUTRAL] Oh, [PII]. I'm sorry, I thought you said [PII]. OK, so she had coverage for [PII] last year.
[AGENT][NEUTRAL] She did.
[CUSTOMER][NEUTRAL] OK, and what was the effective date um of the policy by chance?
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, and this particular policy, the plan is just American Public Life, it's just a commercial insurance, correct?
[AGENT][NEUTRAL] That's correct. It's a secondary gap policy.
[CUSTOMER][NEUTRAL] Secondary guest, OK.
[CUSTOMER][POSITIVE] That was the only thing that I needed, [PII]. Thank you so much for taking a look into that. Is there a call reference number for this?
[AGENT][NEUTRAL] Call reference number and my name um is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you so much for looking into that you have an awesome day.
[AGENT][POSITIVE] Well, thank you [PII], for calling APL. I hope you have a great day as well.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.