AccountId: 011433970860
ContactId: 9439f814-b1d6-4f97-9fb7-4878dbb4f2ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69099 ms
Total Talk Time (AGENT): 32090 ms
Total Talk Time (CUSTOMER): 32469 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/9439f814-b1d6-4f97-9fb7-4878dbb4f2ad_20250130T13:03_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm with Baptist. I'm calling to verify policies active and if it's primary or secondary to United Healthcare.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII] it's a direct line. Policy number is 023501771.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Thank you. And you said your name was [PII], correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] [PII], you're calling to verify eligibility. This member's policy has been active since [PII] and it's currently active. This policy is the gap insurance will always be secondary to the primary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the member has outpatient benefits?
[CUSTOMER][NEUTRAL] Can I get a call
[CUSTOMER][NEUTRAL] Can I get a call reference number?
[AGENT][NEUTRAL] We don't provide those. Would you like the benefits or no?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much you take care and have a blessed day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL you have a.
[CUSTOMER][NEUTRAL] Alright bye bye.