AccountId: 011433970860
ContactId: aaf47b5d-5a25-40b2-bbb5-e0025f4ce5e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154940 ms
Total Talk Time (AGENT): 37512 ms
Total Talk Time (CUSTOMER): 72437 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/aaf47b5d-5a25-40b2-bbb5-e0025f4ce5e9_20250227T21:03_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and I'm calling from the insurance company Community Care. How are you doing today?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][POSITIVE] Not too bad, thank you for asking.
[CUSTOMER][NEUTRAL] Um, I'm calling in to check, uh, the original effective date and type of policy on a mutual member, please.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][POSITIVE] Well certainly the best callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] please.
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I do that shows 014.
[CUSTOMER][NEUTRAL] 57173
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What was the patient's name?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] Sure, his date of birth is, let me just click back over there, um, that shows [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] OK, the effective date of this policy is [PII].
[CUSTOMER][NEUTRAL] Got you. And is he still currently active? Oh, I'm sorry.
[AGENT][NEUTRAL] And it is
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It is a secondary policy.
[CUSTOMER][NEUTRAL] Oh, like a supplemental or a gap specifically?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][NEUTRAL] I think that's everything I need other than if you have a reference number for the call, can I grab that as well please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] That works, thanks [PII]. I appreciate the help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.