AccountId: 011433970860
ContactId: a2903bc6-3698-4bcd-81a5-0ec071b3dc03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93370 ms
Total Talk Time (AGENT): 46741 ms
Total Talk Time (CUSTOMER): 32006 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/a2903bc6-3698-4bcd-81a5-0ec071b3dc03_20250102T20:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I care, I would like to verify eligibility.
[AGENT][NEUTRAL] I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02292679.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Alright, and uh is this like a supplemental plan?
[AGENT][NEUTRAL] It is a secondary medical plan, so yes, it is uh supplemental. Uh, it is very dependent on major medical. It is designed to help with co-pay, deductible and co-insurance only after major medical pays.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK and um.
[CUSTOMER][NEUTRAL] Um, doesn't matter if we're in network with you all.
[AGENT][NEUTRAL] No, this plan does not have a set network again, as long as major medical is willing to pay this plan can.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. That's all I need to know.
[AGENT][NEUTRAL] OK, yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.