AccountId: 011433970860
ContactId: a0faf0e4-5258-40a7-bceb-34e5f65685f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105239 ms
Total Talk Time (AGENT): 43614 ms
Total Talk Time (CUSTOMER): 49637 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/a0faf0e4-5258-40a7-bceb-34e5f65685f9_20250121T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to verify, um, coverage for a patient.
[AGENT][NEUTRAL] OK, can I get your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] And um my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that. Um, and do you have the policy number for your patient, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02.
[CUSTOMER][NEUTRAL] 550987
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, can you verify that patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] His, uh, is [PII].
[CUSTOMER][NEUTRAL] And his uh birthday is [PII].
[AGENT][NEUTRAL] Perfect. OK. All right. So this is a limited benefit supplement plan, so it will be secondary to any primary insurance, um, since it is supplemental. Um, it was effective on [PII] and it is still currently active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, well, that's all I needed to know. And, and can I get your name and and your initial to your last name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. So it's [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Alright, that's all I needed and I, I appreciate your help this morning.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Of course, I hope you have a great day. Thanks for calling APO thank you bye bye.
[CUSTOMER][NEUTRAL] Alright you too mhm bye bye bye bye.