AccountId: 011433970860
ContactId: c7fb07b2-0bdf-47c2-9883-dcdd1de0bd34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127360 ms
Total Talk Time (AGENT): 28951 ms
Total Talk Time (CUSTOMER): 53737 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/c7fb07b2-0bdf-47c2-9883-dcdd1de0bd34_20250103T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling you from Acumen. I have a patient stating that you guys are the secondary. I am calling to see if the patient is active.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] I have a policy number of.
[CUSTOMER][NEUTRAL] 01832520 ML 8
[AGENT][NEUTRAL] And a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], that is correct.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for
[CUSTOMER][NEUTRAL] Date of birth [PII] for patient [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and we're just checking the eligibility dates for [PII].
[CUSTOMER][NEUTRAL] Yes, and um she's trying to, yeah, there's the eligibility date.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this policy became effective [PII].
[AGENT][NEUTRAL] And I do show that the policy is active at this time.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] No, that is all. Thank you so much, [PII].
[AGENT][POSITIVE] Oh, you're welcome, [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Do the same, stay safe. [PII].
[AGENT][POSITIVE] You too. Thank you.
[CUSTOMER][NEGATIVE] she had to go to meet that boy that she's not man, no.
[CUSTOMER][NEUTRAL] It's not the deductible. Patient has to meet the