AccountId: 011433970860
ContactId: bb3a7f56-c936-4dce-afd4-dbe51d5fba2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136669 ms
Total Talk Time (AGENT): 67267 ms
Total Talk Time (CUSTOMER): 57117 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/bb3a7f56-c936-4dce-afd4-dbe51d5fba2a_20250331T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, ma'am. I'm just calling to um search if uh [PII] is still active with you guys MP MPL.
[CUSTOMER][NEUTRAL] I'm calling from Homestead Hospital.
[AGENT][NEUTRAL] OK, we're just
[AGENT][NEUTRAL] OK, you're uh provider, um, yes, we're just needing to see if this member still has active coverage.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, I can check that for you. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] as the initial last name.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], it's [PII]. Uh, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, we do, it's gonna be 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] 31
[CUSTOMER][NEUTRAL] 38.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Need to say this was for [PII] and then um did you have his date of birth?
[CUSTOMER][NEUTRAL] [PII]. Yes, ma'am. Uh [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] 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] Oh
[CUSTOMER][POSITIVE] Fantastic. Thank you so much. That sounds good to me. Uh, what is your, my dear, what is your, yes, what is your first name and the initial of your last name?
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, so my name is spelled [PII] Last [PII] is [PII], and if you need a reference number, um, it would just be my first name, last initial, and today's date.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][POSITIVE] Perfect. That sounds good. Thank you so much. I hope you have a wonderful day. Thank you.
[AGENT][POSITIVE] Of course. You too. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.