AccountId: 011433970860
ContactId: 8bd4d643-c3c8-4436-9c49-e8524d0e61e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83410 ms
Total Talk Time (AGENT): 39638 ms
Total Talk Time (CUSTOMER): 25624 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/8bd4d643-c3c8-4436-9c49-e8524d0e61e3_20250414T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with [PII]. I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02467413.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII], uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, 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] Perfect. And uh [PII] is the subscriber to the coverage, correct?
[AGENT][NEUTRAL] Correct, and she is the only covered member under this policy.
[CUSTOMER][POSITIVE] Perfect, that's what I needed.
[AGENT][POSITIVE] Alright, well thanks for giving us a call and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.