AccountId: 011433970860
ContactId: 86a359c2-daa8-4884-a08a-5897bdc69dbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110019 ms
Total Talk Time (AGENT): 44000 ms
Total Talk Time (CUSTOMER): 62942 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/86a359c2-daa8-4884-a08a-5897bdc69dbf_20250624T22:24_UTC.wav
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[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm calling from Memorial Pembroke with the NPI number of 1063495836. My name is [PII], um, to get insurance to see if it's active eligibility.
[AGENT][POSITIVE] Yeah, I could check eligibility for you, sure, yeah I can check that. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] For a patient?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you, um, I said, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII], I'm sorry [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It's 02583902. Date of birth [PII].
[AGENT][NEUTRAL] OK, and what was the name for the member?
[CUSTOMER][NEUTRAL] Uh [PII] and then [PII]
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that. Uh, so this policy is active, uh, that effective date was [PII].
[CUSTOMER][NEUTRAL] OK, I'm
[CUSTOMER][POSITIVE] No problem.
[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] [PII].
[CUSTOMER][NEUTRAL] OK, who am I speaking with?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And middle and last initial?
[AGENT][NEUTRAL] Last initial is [PII] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. Have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.