AccountId: 011433970860
ContactId: cf90a3d3-1a83-4315-9a06-9dac229cba1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133220 ms
Total Talk Time (AGENT): 62920 ms
Total Talk Time (CUSTOMER): 77082 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/cf90a3d3-1a83-4315-9a06-9dac229cba1a_20250131T17:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah it's
[CUSTOMER][NEUTRAL] Hello, I'm [PII] from [PII]. I'm here calling about a patient that has a uh American public life insurance.
[AGENT][POSITIVE] OK. Yes, sir. It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It would be uh what's the callback number for this phone? [PII].
[AGENT][NEUTRAL] All right. Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The policy number, I have a subscriber a member ID would that be?
[AGENT][NEUTRAL] Yes, sir, that's it.
[CUSTOMER][NEUTRAL] OK, 01588195 ML7.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you, [PII]. And what is the the patient's name and date of birth? I apologize.
[CUSTOMER][NEUTRAL] It's [PII], uh, I don't know how to say the last name, it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. I do have the policy pulled up and how can I help you?
[CUSTOMER][NEUTRAL] You put the order in
[CUSTOMER][NEUTRAL] I just wanna make sure it is valid.
[AGENT][NEUTRAL] All right, I can help you with that eligibility. I'm showing that [PII]'s policy is active. The effective date is [PII], and this is a secondary policy to her primary insurance. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there any referral number regarding this call so if they were to look back in the records?
[AGENT][NEUTRAL] Sure. If you can use my name and today's date, and I spell my name [PII], first initial.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. And the first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so you would use my name and today's date.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility, [PII]. Thank you for calling APL and have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye