AccountId: 011433970860
ContactId: ce737ec3-e655-4ff2-ae73-43bc4ba2e98d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86120 ms
Total Talk Time (AGENT): 36301 ms
Total Talk Time (CUSTOMER): 30850 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=3.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/ce737ec3-e655-4ff2-ae73-43bc4ba2e98d_20250303T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a facility I need to advise the entire call will be monitored and recorded for quality and compliance purposes. I'm just calling to verify eligibility for a member.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01457153.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, 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][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, sounds great thank you so much for your help today, [PII]. You have a great day.
[AGENT][NEUTRAL] Oh yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that is all thank you.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.