AccountId: 011433970860
ContactId: 7b398df6-b2af-4422-b168-783baef3f22a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103569 ms
Total Talk Time (AGENT): 25590 ms
Total Talk Time (CUSTOMER): 48071 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/7b398df6-b2af-4422-b168-783baef3f22a_20250620T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am just calling to see if this patient's uh coverage is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yep, [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. Uh, 02406141.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], and then I have [PII].
[AGENT][NEUTRAL] Uh, yes, this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK. And then is this just secondary then to her her
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Employer plan, I guess I've never seen this plan so I'm just kind of lost, I guess.
[AGENT][NEUTRAL] OK, you need the benefits for it. It's a secondary gap policy.
[CUSTOMER][POSITIVE] A gap policy. OK, perfect.
[CUSTOMER][NEUTRAL] All right, um, nope, that should do it, thanks. I just need eligibility and then if I could get a call reference number.
[AGENT][NEUTRAL] Um, it's my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.