AccountId: 011433970860
ContactId: b40819c5-d621-4647-b0cc-af8d29a4c700
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87099 ms
Total Talk Time (AGENT): 47151 ms
Total Talk Time (CUSTOMER): 34511 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/b40819c5-d621-4647-b0cc-af8d29a4c700_20250617T14:08_UTC.wav
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[CUSTOMER][POSITIVE] Not a problem.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], this is [PII] at NMed Primary Care Center available. I'm calling to check eligibility for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 02465521.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. The 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][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, can I have a reference number for this call, please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Um so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] And then today's
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, that's everything.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.