AccountId: 011433970860
ContactId: 97b6f8a8-b8d5-4a19-a32f-8a342a957026
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119680 ms
Total Talk Time (AGENT): 65288 ms
Total Talk Time (CUSTOMER): 33242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/97b6f8a8-b8d5-4a19-a32f-8a342a957026_20250508T15:52_UTC.wav
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[AGENT][NEUTRAL] My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] I can help with eligibility with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII], last initial [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 01667652ML8
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth [PII].
[AGENT][POSITIVE] I appreciate that. Well, I can certainly help with the eligibility. And is there a callback number please that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, [PII], when, this is a group gap insurance and whenever they get a new policy as a group, they always renew or change the policy number. So if you have a, a pen, uh, let me go ahead and give you the, the most current policy number that went into effect on [PII].
[AGENT][NEUTRAL] Um, and that is 02.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] 46
[AGENT][NEUTRAL] 7658. So I'll just repeat it one more time. 02.
[AGENT][NEUTRAL] 46
[AGENT][NEUTRAL] 7658, and that went into effect on [PII]. It is active. Now, is there anything else at all that I can tell you about the secondary gap insurance besides the the eligibility?
[CUSTOMER][NEUTRAL] No, that was all I needed for today and I apologize I did not catch your name at the beginning of the call.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date is our.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help today I appreciate it.
[AGENT][POSITIVE] Thank you for contacting AP have a good