AccountId: 011433970860
ContactId: d4ef4e21-88af-4352-8295-a2b6db5de7fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100519 ms
Total Talk Time (AGENT): 44028 ms
Total Talk Time (CUSTOMER): 34138 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/d4ef4e21-88af-4352-8295-a2b6db5de7fc_20250623T19:13_UTC.wav
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[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was calling to verify eligibility for uh patient please.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] The number is 016385.
[CUSTOMER][NEUTRAL] 09 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [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][MIXED] OK, deductible.
[CUSTOMER][NEUTRAL] Insurance.
[CUSTOMER][NEUTRAL] After the medical pays, right?
[AGENT][NEUTRAL] After major medical, yes.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much and what's your name? I'm sorry?
[AGENT][NEUTRAL] It's [PII] and was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye you too.
[AGENT][POSITIVE] Thanks bye bye.