AccountId: 011433970860
ContactId: c041f1cd-deee-472a-8ff8-fe188665b653
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144679 ms
Total Talk Time (AGENT): 65452 ms
Total Talk Time (CUSTOMER): 55042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c041f1cd-deee-472a-8ff8-fe188665b653_20250106T15:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning this is [PII]. I'm calling to verify insurance for a patient.
[AGENT][NEUTRAL] OK. Sure, I can assist you with the eligibility. Um, and you said your name is, I'm sorry, I didn't quite catch that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And may I have a callback number just in case we get disconnected Miss [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, one, wait, that's not it. That's, uh, member number 01823302.
[AGENT][NEUTRAL] Thank you. One moment, let me pull that information.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[CUSTOMER][NEUTRAL] Birthday [PII].
[AGENT][NEUTRAL] Mhm, perfect. Thank you. All right. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, you said [PII] what did you say [PII]?
[AGENT][NEUTRAL] Yes, on [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] To active OK, um, what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Uh, what else do I need? you have a group group number 23761?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um, let me verify that. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 23761. Yes, that is correct.
[CUSTOMER][POSITIVE] Mhm OK thank you and have a great day.
[AGENT][NEUTRAL] You as well, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it thank you bye bye.
[AGENT][POSITIVE] OK, well, thank you for calling APR. You're welcome. Goodbye. Bye.
[CUSTOMER][NEUTRAL] Bye bye. OK, bye bye.