AccountId: 011433970860
ContactId: cb1e9d99-85b9-4b26-aa20-e5a3eafcd8db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116160 ms
Total Talk Time (AGENT): 62967 ms
Total Talk Time (CUSTOMER): 33309 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/cb1e9d99-85b9-4b26-aa20-e5a3eafcd8db_20250501T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I just need to go ahead and verify eligibility in the mailing address.
[AGENT][NEUTRAL] Sure, I can check eligibility and get that mailing address for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course that is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, give me one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is gonna be 02565700.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] This is from [PII], and her birthday is [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 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] OK.
[AGENT][NEUTRAL] And then I've got that mailing address whenever you're ready.
[CUSTOMER][NEUTRAL] And then do you happen to perfect go ahead.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] And then I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][POSITIVE] Awesome and do you have?
[CUSTOMER][NEUTRAL] The pay ID will work.
[AGENT][NEUTRAL] Sure, that is 60801.
[CUSTOMER][POSITIVE] Thank you. Alright, well that's all I needed for today. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well take care bye bye.
[AGENT][POSITIVE] Thank you, bye bye.