AccountId: 011433970860
ContactId: c8d2d7b0-c37c-497c-a676-d5af6e939a83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95860 ms
Total Talk Time (AGENT): 40180 ms
Total Talk Time (CUSTOMER): 46052 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c8d2d7b0-c37c-497c-a676-d5af6e939a83_20250203T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a doctor's office. um I'm just calling to verify a patient is um active.
[AGENT][NEUTRAL] OK, yeah, I can check to see if the policy is still active. um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, give me just a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 021-984.
[CUSTOMER][NEUTRAL] Uh, sorry, 8429 M like Mary, L like Lima 8.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, for [PII], um, uh, [PII].
[AGENT][NEUTRAL] Perfect, 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] Mhm.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] All right. Well, thank you for your assistance.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all, thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you as well bye bye.
[AGENT][POSITIVE] Thank you bye bye.