AccountId: 011433970860
ContactId: a77fb471-745b-4883-9c65-ffd5a7c049d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102629 ms
Total Talk Time (AGENT): 51812 ms
Total Talk Time (CUSTOMER): 33418 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a77fb471-745b-4883-9c65-ffd5a7c049d4_20250310T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Chris's Health. I was calling to check the eligibility on a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 1451419.
[AGENT][NEUTRAL] OK. And uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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][POSITIVE] Thank you so much. Did you have a fax that I can send the the claims to?
[AGENT][NEUTRAL] Sure, let me know when you're ready for that.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] That is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Thank you so much for that and did you have a call reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, thank you. You have a good day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APO. You too. Bye bye.
[CUSTOMER][NEUTRAL] OK.