AccountId: 011433970860
ContactId: 9e2dfa07-8efd-4b85-ad6a-70a4400c7526
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136149 ms
Total Talk Time (AGENT): 58753 ms
Total Talk Time (CUSTOMER): 47061 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/9e2dfa07-8efd-4b85-ad6a-70a4400c7526_20250113T21:53_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last name initial [PII]. Today I'm calling for insurance verification.
[AGENT][NEUTRAL] Eligibility?
[CUSTOMER][NEUTRAL] Yes, only eligibility.
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. Sure, I can assist you with that. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 01986309.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] What is uh the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's a plan F or plan G?
[AGENT][NEUTRAL] It's not a Medicare or Medicaid. It's a secondary supplemental plan to the major medical, the commercial plan.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you so much. May I know your name?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last [PII].
[CUSTOMER][POSITIVE] Thank you so much, sir. And may I know the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's date if you will.
[CUSTOMER][POSITIVE] Mhm. Sure. Thank you so much, sir. Have a great day. Bye.
[AGENT][POSITIVE] You're welcome. You as well thank you for calling APL. Bye bye, Mr. [PII].