AccountId: 011433970860
ContactId: d2ae6f5e-4fed-4563-b2c1-2dc719a46f64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93419 ms
Total Talk Time (AGENT): 48682 ms
Total Talk Time (CUSTOMER): 33511 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d2ae6f5e-4fed-4563-b2c1-2dc719a46f64_20250516T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I was calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02308268.
[AGENT][NEUTRAL] And what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just let me know.
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. 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][NEUTRAL] Alrighty and then also may I have a reference for the call?
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], is there anything else I can help you with?
[CUSTOMER][POSITIVE] That will be all. Thanks so much for your help. You have a great day and stay safe. Bye bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Alright.