AccountId: 011433970860
ContactId: d3b56dff-73e4-48ef-90ea-721e001cfb9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136919 ms
Total Talk Time (AGENT): 68864 ms
Total Talk Time (CUSTOMER): 44438 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d3b56dff-73e4-48ef-90ea-721e001cfb9c_20250102T21:19_UTC.wav
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[AGENT][NEUTRAL] Hi, thanks for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I'm sorry, what's your name again?
[AGENT][NEUTRAL] Oh, it's [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII]. I need to find out what kind of insurance is this. I've never seen this insurance before.
[AGENT][POSITIVE] Yeah, I'd love to help you with that [PII]. Do you have your policy number handy?
[CUSTOMER][NEUTRAL] Uh yes, it's um 02405750.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 02405750 is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. And
[AGENT][NEUTRAL] I'm so sorry I don't have that pulling up an account with anybody named [PII] on it.
[CUSTOMER][NEUTRAL] No, no, I, I'm a provider so.
[AGENT][NEUTRAL] Oh, I'm so OK that makes sense. um, what's your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], um, date of birth is
[CUSTOMER][NEUTRAL] Give me a sec.
[AGENT][POSITIVE] No worries, take your time.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. I do see [PII] here. She is current and active with us with an effective date of um [PII]. And our policy, we are a supplemental secondary insurance. We follow the insured's major medical and we help pick up and cover anything applied to the co-pay, co-insurance or deductible for accidents, sickness or injury.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you're the supplement then fine, that's all I needed to know. Thank you. And, and it's an active policy, right?
[AGENT][NEUTRAL] Yes it is. Your patient does have an updated policy number though. Can I give it to you?
[CUSTOMER][POSITIVE] OK, thank
[CUSTOMER][NEUTRAL] Uh, yes, give me a sec.
[CUSTOMER][NEUTRAL] Uh, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The updated policy number is 02521580.
[CUSTOMER][NEUTRAL] 205-215-80
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so because she's missing only the 0, so, um.
[CUSTOMER][NEUTRAL] Alright
[AGENT][POSITIVE] Perfect. Thank you. Thank you. You have such a wonderful day, [PII], and a happy new year.
[CUSTOMER][POSITIVE] I got it thanks
[CUSTOMER][POSITIVE] The same to you thank you.
[AGENT][POSITIVE] My pleasure. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.