AccountId: 011433970860
ContactId: 8fd9b6e7-01fc-4310-9474-edd3b50be305
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191600 ms
Total Talk Time (AGENT): 82010 ms
Total Talk Time (CUSTOMER): 87527 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/8fd9b6e7-01fc-4310-9474-edd3b50be305_20250303T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon, [PII]. My name is [PII] and I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from um the insurance company uh Community Care. How are you doing today?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] I am doing well [PII] how are you?
[CUSTOMER][MIXED] I'm doing all right, a little bit froggy but not too bad, thank you for asking.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Everything thought out so I think it's it I think everything's starting to.
[AGENT][NEUTRAL] So what
[AGENT][NEUTRAL] Yeah, it's that one now. Spring is coming in with a vengeance.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, I'm, I'm hoping I called the right number. I'm trying to check, um, eligibility on a mutual member please.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh yeah, I can check that for you um we just need to see if that policy is active.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, yeah, I can check that for you. um, [PII], can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] please.
[AGENT][NEUTRAL] OK, thank you. And then uh do you have the policy number?
[CUSTOMER][NEUTRAL] I do that is 014.
[CUSTOMER][NEUTRAL] 57192.
[CUSTOMER][NEUTRAL] For [PII]?
[AGENT][NEUTRAL] [PII]. OK. And uh do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] I do. Her date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying all of that, [PII]. Uh, so this policy is active. Effective date was [PII], and as this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Oh no problem.
[CUSTOMER][NEUTRAL] Oh, got you, so like a gap policy?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, yes, um, in the sense it's a bit different though as it's, it's very dependent on major medical, so it can't be used instead. Um, if major medical does not pay, this policy can't.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Got you, got you, so it's secondary or none?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Alrighty, perfect. And [PII] is the subscriber on the policy, is that right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Awesome, um, in that case, I think that's everything that I need, but is there any information you need from me regarding um her community care policy?
[AGENT][NEUTRAL] No, that's perfectly fine. uh, did you need a reference number or anything?
[CUSTOMER][POSITIVE] Oh sure that'd be great thank you.
[AGENT][NEUTRAL] OK, yeah, of course that would just be my first name, last initial, and today's date, um, so my name is spelled [PII] And was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Not at this time but thank you for asking and I appreciate the help, [PII].
[AGENT][POSITIVE] Of course, absolutely, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.