AccountId: 011433970860
ContactId: af2e3b2b-193e-45c4-bf7d-ca2ca0c30d59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104110 ms
Total Talk Time (AGENT): 37689 ms
Total Talk Time (CUSTOMER): 38709 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/af2e3b2b-193e-45c4-bf7d-ca2ca0c30d59_20250328T14:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling. I'm needing to confirm if the patient has active coverage.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] callback number is [PII].
[AGENT][NEUTRAL] And what is that policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Um 01941542.
[AGENT][NEUTRAL] [PII], can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][POSITIVE] Thank you. This policy has been active?
[AGENT][NEUTRAL] Since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, um, does, does the plan cover any type of, what does it cover from the primary?
[AGENT][NEUTRAL] This is the gap insurance.
[AGENT][NEUTRAL] It assists with deductible, co-pay and co-insurance for services covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And then can I just get a reference number for the call?
[AGENT][NEUTRAL] We don't provide those, however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] OK, I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye.