AccountId: 011433970860
ContactId: cbf67c64-f88b-4663-946d-933a12cd7131
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158059 ms
Total Talk Time (AGENT): 67087 ms
Total Talk Time (CUSTOMER): 51159 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/cbf67c64-f88b-4663-946d-933a12cd7131_20250305T23:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of a patient that is currently at an urgent care. I just need to verify um the it's active, her insurance is active.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Yes, I can assist you with the eligibility. And I'm sorry, can you repeat your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK, I have 15751.
[AGENT][NEUTRAL] Oh, is that all the numbers you have?
[CUSTOMER][NEUTRAL] Yeah, um, it doesn't have any other. I'm trying to find to see if she has it scanned somewhere else, but I don't see it anywhere else.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let me try that as a group number. That sounds like a group number.
[AGENT][NEUTRAL] What's the last name of the patient?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] So [PII] is the last name?
[CUSTOMER][NEUTRAL] Yeah, I think, I think she goes by [PII] mostly.
[AGENT][NEUTRAL] What's her first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's her date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], sorry.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And you said you need eligibility today. Um, let me start off by giving you the policy number. Let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, ready.
[AGENT][NEUTRAL] OK, the number is 0249.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] 7509.
[AGENT][NEUTRAL] The effective date on the policy is [PII].
[AGENT][NEUTRAL] It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mhm.