AccountId: 011433970860
ContactId: 94ce2282-add1-4c07-b172-85251c1cc4d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176589 ms
Total Talk Time (AGENT): 53308 ms
Total Talk Time (CUSTOMER): 63194 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/94ce2282-add1-4c07-b172-85251c1cc4d8_20250324T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Uh, this is, uh, [PII].
[CUSTOMER][NEUTRAL] I would like to see the eligibility, please, calling from doctor office.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] [PII], do you have the patient name and date of birth or um I'm sorry, the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] And it will be 02501730.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name I have here is uh
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, are you there?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you just need the eligibility, is that correct?
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, looks like, uh, not a guarantee of payment, just a basic outline of the policy. [PII] is effective [PII] and currently active.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So you're secondary, right.
[AGENT][NEUTRAL] Yes, this is a secondary policy. Mhm.
[CUSTOMER][NEUTRAL] And the mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] So is the plan name is, what is the plan name?
[AGENT][NEUTRAL] Uh, the plan name is Med Link 6.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. Do you have a confirmation number?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Call confirmation number safely.
[AGENT][NEUTRAL] Uh, it would be my first name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thanks, uh, [PII].
[AGENT][NEUTRAL] Is there anything else I can
[CUSTOMER][POSITIVE] And have a great day.
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][NEUTRAL] No, no, by the way.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you for calling APL and have a great day.
[CUSTOMER][POSITIVE] Have a great day. Bye-bye.