AccountId: 011433970860
ContactId: b19b62a5-4948-4763-bd1c-f35a26ed5cec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110199 ms
Total Talk Time (AGENT): 52368 ms
Total Talk Time (CUSTOMER): 39093 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b19b62a5-4948-4763-bd1c-f35a26ed5cec_20250409T14:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII]. Uh, last initial is [PII]. I'm calling from an ordering provider's office to check if one of our patients' plan is currently active.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh, that is 02611563.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] Um, it's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with the eligibility for [PII]. I am showing that this policy is active. Effective date is for [PII], and this is a secondary policy to the policyholder's major medical insurance. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, I think that's it. Just to confirm, since this is a supplemental plan, no loss would be required, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, perfect. Do you have a call reference number as well?
[AGENT][NEUTRAL] It's going to be my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK perfect alrighty thank you so much for your help.
[AGENT][POSITIVE] And [PII], thank you for calling APL. It was a pleasure to assist you with eligibility. Hope you have a great day.
[CUSTOMER][POSITIVE] Thank you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.