AccountId: 011433970860
ContactId: a589216b-91cb-46b0-9f65-03b03b7e5299
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104400 ms
Total Talk Time (AGENT): 42417 ms
Total Talk Time (CUSTOMER): 37560 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/a589216b-91cb-46b0-9f65-03b03b7e5299_20250207T14:17_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, calling for benefits, well, calling for eligibility on a member.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02581313
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that information, uh, [PII], you're just wanting the effective date and if policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I have that for you. The effective date is [PII]. Policy is active at this time. And any other questions?
[CUSTOMER][NEUTRAL] Is this a, does this have a supplemental plan number?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Or letter
[AGENT][NEUTRAL] This is a Metin policy which is secondary to the major medical plan.
[CUSTOMER][NEUTRAL] OK, but it's not like a plan J or Plan N or something like that?
[AGENT][NEUTRAL] No, it's the supplemental, uh, plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Alright, and that's exactly what I needed is there a reference number for our call?
[AGENT][NEUTRAL] My name in today's date, [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day as well.
[CUSTOMER][NEUTRAL] OK.