AccountId: 011433970860
ContactId: a56d3e92-3648-47cc-9faa-52fde4efd0cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84160 ms
Total Talk Time (AGENT): 38174 ms
Total Talk Time (CUSTOMER): 37059 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/a56d3e92-3648-47cc-9faa-52fde4efd0cc_20250131T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I was calling from University of Michigan Sparrell Clinton, and I'm trying to find out if I have a patient that has eligibility.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do. It is 02230101.
[AGENT][NEUTRAL] Alright, thank you. And what's the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that, uh, so this policy is active.
[AGENT][NEUTRAL] Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect that answers my question thank you so much.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it I appreciate it.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great rest of the day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.