AccountId: 011433970860
ContactId: b978b02a-a280-4433-afbd-5b72cff52b7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154539 ms
Total Talk Time (AGENT): 70548 ms
Total Talk Time (CUSTOMER): 80064 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b978b02a-a280-4433-afbd-5b72cff52b7e_20250317T14:25_UTC.wav
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[AGENT][NEUTRAL] Contacting UTL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a member here. I need to verify eligibility.
[AGENT][NEUTRAL] I can help with eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII] and first initial is [PII] with CSA.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, thank you. And [PII], what's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Policy number is 025453883.
[AGENT][NEUTRAL] See, OK, let's see. Um, that's not one of our policy numbers, so is there, uh, let's see, is there a social security number that I can look it up or maybe by their name?
[CUSTOMER][NEUTRAL] Um yes, name is [PII] and last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] R
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, we're there. OK. OK, thank you. Let me just check.
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] Thank you. And her date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I do, thank you. And I just need a callback number, please, uh, [PII] in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes it's [PII].
[CUSTOMER][NEUTRAL] [PII] yeah [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]. Thank you. Now, her policy number, which went into effect on [PII], is 0254.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 538883 and that is an active policy. And is there anything else besides eligibility that I may help with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, it's active.
[AGENT][NEUTRAL] Yes ma'am it is.
[CUSTOMER][NEUTRAL] OK, yes, I need uh.
[CUSTOMER][NEUTRAL] Can you verify from your end if if this is a primary insurance she says and that this is a primary insurance are you able to see that?
[AGENT][NEUTRAL] No. Uh no, this is not her primary insurance. No, she probably has primary insurance through her employer. This is secondary or gap insurance that she, right, absolutely. So, uh, yeah, but I don't know who her her major medical is.
[CUSTOMER][NEUTRAL] Mhm it's secondary, right? Mhm, OK.
[CUSTOMER][NEUTRAL] Yeah, uh, uh, give me a second, uh, what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], give me a second, [PII].
[AGENT][POSITIVE] Sure, absolutely.
[CUSTOMER][NEUTRAL] Um, I'm with an APL, uh, agent on the phone, and this is not your primary. Mhm, just double checking with you, OK? OK, [PII], thank you so much for this, OK?
[AGENT][NEUTRAL] OK, thank you for contacting API.