AccountId: 011433970860
ContactId: 7f1ba023-09e1-4632-bf3d-2ed679c5d682
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135039 ms
Total Talk Time (AGENT): 52709 ms
Total Talk Time (CUSTOMER): 61921 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/7f1ba023-09e1-4632-bf3d-2ed679c5d682_20250423T16:12_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 um uh just of benefits and the location.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility and benefits. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, policy number of the patient is 02455519 M as in Mary, L as in love 8.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can I get the insured's first, last name, and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, uh, um, [PII] is the first, uh [PII] is the last name, first name is [PII] Date of birth, OK. Date of birth is [PII]. And [PII], can I have the first initial and your last name, please?
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, the initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So patient is active. The effective date on here is [PII]. Were the member secondary insurance, so this would cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] The same type of
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else I could check on for you?
[CUSTOMER][NEUTRAL] Yes, um, and it's only for medical, correct?
[AGENT][NEUTRAL] Yes, it is a secondary medical policy.
[CUSTOMER][NEUTRAL] see
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] Just take that reference number for.
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. My name is [PII], that's spelled [PII] Last initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate your assistance. You have a fantastic rest of your week.
[AGENT][NEUTRAL] You too bye bye.