AccountId: 011433970860
ContactId: c3c12113-aa83-4e85-9231-7667fdbaea84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100150 ms
Total Talk Time (AGENT): 50356 ms
Total Talk Time (CUSTOMER): 35711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/c3c12113-aa83-4e85-9231-7667fdbaea84_20250529T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, yes, good afternoon. I'm calling from uh provider office. I'm just trying to check if the patient is currently active for this month.
[AGENT][NEUTRAL] Sure I can check that eligibility for you. um, what was your name?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] It's [PII]
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I have 2534032.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. 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] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you so much for this info. Um, is it possible to get a reference number for the call, please?
[AGENT][NEUTRAL] Oh sure, that would, yeah, it would be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be all thank you so much, OK?
[AGENT][POSITIVE] Of course, thanks for calling APL. Have a great rest of your day.