AccountId: 011433970860
ContactId: 7b06219f-b670-422d-925a-9b25aceb2cab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86940 ms
Total Talk Time (AGENT): 48367 ms
Total Talk Time (CUSTOMER): 27349 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/7b06219f-b670-422d-925a-9b25aceb2cab_20250326T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] Hey [PII], can I get a call back?
[AGENT][NEUTRAL] In case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, it shows.
[CUSTOMER][NEUTRAL] I'm sorry, just a second.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] 023372883.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. 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] Alrighty, and then a reference for the call.
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] That'll be all. You have a great day and stay safe. Bye bye.
[AGENT][POSITIVE] Alright, yeah I've been trying a you. You too, thanks bye bye.
[CUSTOMER][NEUTRAL] Bye bye.