AccountId: 011433970860
ContactId: c119259c-d78f-44dd-84c4-3cf7efb7e113
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93819 ms
Total Talk Time (AGENT): 45782 ms
Total Talk Time (CUSTOMER): 38095 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/c119259c-d78f-44dd-84c4-3cf7efb7e113_20250210T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Prima Health, and I want to verify, excuse me, patients eligibility.
[AGENT][NEUTRAL] OK, yeah, I could check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII] is spelled [PII]
[AGENT][NEUTRAL] OK, thank you. uh, but can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII] excuse me. uh [PII]. No extension.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02334374
[AGENT][NEUTRAL] OK thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, date of birth is [PII].
[AGENT][NEUTRAL] OK, 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][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. I just need your name and call reference number.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. No, thank you.