AccountId: 011433970860
ContactId: 9c170516-1dd8-4dc8-bb89-788f974d0f0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68419 ms
Total Talk Time (AGENT): 27691 ms
Total Talk Time (CUSTOMER): 33175 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/9c170516-1dd8-4dc8-bb89-788f974d0f0a_20250217T21:32_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. My name is [PII]. I'm calling from uh West Kendal Baptist Hospital in [PII]. I'm trying to check eligibility if I can.
[AGENT][NEUTRAL] I can help with eligibility. [PII], what's the policy number, please?
[CUSTOMER][NEUTRAL] I have 02296622 M as in Mike L as in Larry number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure, dependent child, [PII], born on [PII].
[AGENT][NEUTRAL] Thank you, and I just need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Um, this is a secondary or gap insurance. Would you be interested in any of the benefits or is it just eligibility that we're looking at today?
[CUSTOMER][NEUTRAL] No, just, just the eligibility would be fine.
[AGENT][POSITIVE] OK, yes, it is, it certainly is active.
[CUSTOMER][POSITIVE] OK. Thank you so much [PII]. You have a wonderful day and stay safe.
[AGENT][POSITIVE] Mhm thanks thanks for contacting if you have.