AccountId: 011433970860
ContactId: 7d0c1e26-dfee-46fa-906c-02c82935f560
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129240 ms
Total Talk Time (AGENT): 69669 ms
Total Talk Time (CUSTOMER): 42983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/7d0c1e26-dfee-46fa-906c-02c82935f560_20250313T15:31_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I need to get eligibility on a young lady.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII] I'm with Medical University Hospital Authority.
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] 02446510
[AGENT][NEUTRAL] All right. And what was?
[CUSTOMER][NEUTRAL] It trying to rain out there again?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is it trying to rain out there again?
[AGENT][NEUTRAL] Not here, I don't think. I'm in [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, I know because I used to have to deal with you guys all the time when I worked for [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK. Well, some of us are in, uh, [PII], so I know some people think that, but yeah, not, not here, not that I see it looks bright and sunny.
[AGENT][POSITIVE] Hopefully it stays that way.
[CUSTOMER][NEUTRAL] True, true, true, true.
[AGENT][NEUTRAL] Alrighty, and then uh what was the name and date of birth for this patient, please?
[CUSTOMER][NEUTRAL] [PII]. Uh, her date of birth is [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] Correct. Reference number 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 could help you with, [PII]?
[CUSTOMER][POSITIVE] No, you guys stay safe out there. I know how it can be because we're, I'm from [PII] actually.
[AGENT][POSITIVE] All right, yes ma'am, you too.
[AGENT][NEUTRAL] OK, yeah, no, this is the time of year it starts to get kind of crazy.
[CUSTOMER][POSITIVE] Yes ma'am. OK, stay safe.
[AGENT][POSITIVE] Appreciate it you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.