AccountId: 011433970860
ContactId: 81da3f4a-8e96-4613-9b8e-9719796b1698
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131800 ms
Total Talk Time (AGENT): 49828 ms
Total Talk Time (CUSTOMER): 59880 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/81da3f4a-8e96-4613-9b8e-9719796b1698_20250617T14:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. I'm calling from Homestead Hospital, regardless of patient that came and she mentioned they have benefits with American Pop Life.
[CUSTOMER][NEUTRAL] Uh, I just want to verify if the um if the um if the, if she has eligibility.
[AGENT][NEUTRAL] OK, yeah, I can check that eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] 786.
[CUSTOMER][NEUTRAL] 243
[CUSTOMER][NEUTRAL] 866 8.
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, we do. 02.
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 9505.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, for the, this is the subscri I have the subscriber and I have the patient, which one you, you need?
[AGENT][NEUTRAL] Um, the patient's fine.
[CUSTOMER][NEUTRAL] The patient will be [PII].
[AGENT][NEUTRAL] OK and then do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes. Uh [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. uh, so this policy is active.
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And uh 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] OK
[CUSTOMER][POSITIVE] Perfect. Thank you so much, my dear. Uh, can I ask your name is and the, your initial of your last name, please?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, uh my name is spelled [PII] [PII], was there anything else I can help you with?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] No, that will be it. Thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] Likewise, thank you.
[AGENT][POSITIVE] Thank you, bye bye.