AccountId: 011433970860
ContactId: 8666f99a-6a69-446d-afb5-a55f9128373f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132240 ms
Total Talk Time (AGENT): 57488 ms
Total Talk Time (CUSTOMER): 53287 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/8666f99a-6a69-446d-afb5-a55f9128373f_20250129T19:00_UTC.wav
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[CUSTOMER][NEGATIVE] I would do a problem.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] and I'm calling from Northside Hospital. How are you?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm great. I have one policy number. I'm trying to check eligibility and um see what type of plan is this like a supplemental plan?
[AGENT][NEUTRAL] OK. Well, I can help you with both the eligibility and the benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh-huh. Direct line [PII] policy number is 02455103.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. It was effective from [PII], and there were no other policies after that one.
[CUSTOMER][NEUTRAL] OK, perfect, yeah, that was a good timing then, and the address that I have is um [PII] [PII].
[AGENT][POSITIVE] Yep, that's correct.
[CUSTOMER][NEUTRAL] And what type of plan was this?
[AGENT][NEUTRAL] Um, so this was a supplemental, um, gap insurance policy.
[CUSTOMER][POSITIVE] OK, perfect supplemental.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what's the call reference number?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date, and again that's [PII], first initial of my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That was all.
[AGENT][POSITIVE] Alright, well have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK.