AccountId: 011433970860
ContactId: 8780c6eb-b1d4-4c25-82f8-b7c6a17b9466
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81580 ms
Total Talk Time (AGENT): 39248 ms
Total Talk Time (CUSTOMER): 27749 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/8780c6eb-b1d4-4c25-82f8-b7c6a17b9466_20250611T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to verify a patient's insurance, make sure that it's still eligible.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is going to be 1179071.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, 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][POSITIVE] Awesome thank you so much so patient is still eligible and affected thank you.
[AGENT][NEUTRAL] Correct, of course, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That is all thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Have a good one bye bye.