AccountId: 011433970860
ContactId: aeca4e7e-2c4b-4943-8b68-01b6ed0d7463
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108050 ms
Total Talk Time (AGENT): 50437 ms
Total Talk Time (CUSTOMER): 41420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/aeca4e7e-2c4b-4943-8b68-01b6ed0d7463_20250224T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from West Kendal Baptist Hospital to verify this patient's APL plan.
[AGENT][NEUTRAL] Sure, I can check that eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Your policy number is 018.
[CUSTOMER][NEUTRAL] 94,730, M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] Lady [PII].
[AGENT][NEUTRAL] OK. Do you have the date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active. 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][POSITIVE] Perfect, perfect. Thank you so much, [PII]. Would you be able to provide me the initials of your last name along with the call reference if possible?
[AGENT][NEUTRAL] Of course
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, not at all. Thank you so much. I appreciate all the help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.