AccountId: 011433970860
ContactId: afb67105-a205-48e5-aef5-1c55a708413b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109040 ms
Total Talk Time (AGENT): 54149 ms
Total Talk Time (CUSTOMER): 39382 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/afb67105-a205-48e5-aef5-1c55a708413b_20250522T14:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi I am calling um to get eligibility for our patient please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 01699768 M as in Mary, L 8.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. I'm showing that policy number you gave it terminated on [PII]. However, she does have a current policy and I can give you that number when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it's 2473092.
[AGENT][NEUTRAL] Effective date [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is this a supplement insurance? What is this?
[AGENT][NEUTRAL] Uh, this is a secondary supplemental plan she has with our company. It's used to help with primary deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it and what is your name and do you have a reference number for the call?
[AGENT][NEUTRAL] Uh, my name is [PII] last initial [PII] and reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help have a great day.
[AGENT][POSITIVE] You too and thanks for calling APL Ms. [PII].