AccountId: 011433970860
ContactId: 81cf105c-1e39-460d-abe8-ad725f70d85d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144130 ms
Total Talk Time (AGENT): 67726 ms
Total Talk Time (CUSTOMER): 49398 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/81cf105c-1e39-460d-abe8-ad725f70d85d_20250507T16:50_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]. This is [PII] calling from Pada's office, checking on eligibility for a member.
[AGENT][NEUTRAL] OK, I could check eligibility for you. I'm sorry, would you mind spelling your name for me?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure, [PII], and initial to my last name it's [PII]. Along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][POSITIVE] OK, thank you. Can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number starts with 01845848 M as Mike L as Lima number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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] Sure, help me with the uh claim mailing address.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance. Help me with the call reference number.
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], and was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.