AccountId: 011433970860
ContactId: b5fe5761-1ba6-415a-a548-2df4b471a55f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103099 ms
Total Talk Time (AGENT): 44938 ms
Total Talk Time (CUSTOMER): 40861 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/b5fe5761-1ba6-415a-a548-2df4b471a55f_20250331T16:28_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 afternoon, [PII]. My name is [PII]. I'm calling from a facility regarding a patient. I just wanted to confirm the patient is still active with you guys.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Sure, I can check eligibility for you. um [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 01611801 ML 8.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect. 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. And how do you spell your first name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And your last name initial?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] Thank you so much. I appreciate all of your assistance for today.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling API. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you