AccountId: 011433970860
ContactId: d7e1bfb7-a33b-4017-8941-96c0471bc745
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132570 ms
Total Talk Time (AGENT): 39330 ms
Total Talk Time (CUSTOMER): 82286 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d7e1bfb7-a33b-4017-8941-96c0471bc745_20250102T18:08_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling ACL
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm with Saint Francis Coordination Benefits department and I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] My name is [PII], OK, thank you, [PII]. I was calling to check to see if coverage is active for a patient. I do need to let you know the entire call is monitored and recorded for quality and compliance purposes.
[AGENT][POSITIVE] OK, I can assist with that Mely. Thank you. And before we get started, may I have your call back number if we are disconnected?
[CUSTOMER][POSITIVE] OK, I can assist with that. Thank you. And before we get started, may I have your call back number please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you so much and what is the policy number please for the patient?
[CUSTOMER][POSITIVE] Thank you so much. And what is the policy number, please? 02389045
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Verify the patient's [PII], [PII].
[AGENT][NEUTRAL] OK, and you're calling to verify eligibility. I can assist you with that, [PII]. Give me one second please.
[CUSTOMER][NEUTRAL] OK, you're calling to verify eligibility. I can assist you with that. [PII], give me one second please. OK, thank you.
[AGENT][NEUTRAL] Thank you. Um, she is the policy holder with an effective date of [PII], and this policy shows active.
[CUSTOMER][NEUTRAL] Thank you. Um, she is the utility holder with an effective date of [PII], and this policy shows that.
[CUSTOMER][NEUTRAL] OK, and is this a secondary plan only?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, OK, you don't require a coordination of benefits, right?
[AGENT][NEUTRAL] No, we do not.
[CUSTOMER][NEUTRAL] No, we do not. OK, alright, thank you so much. Do you have a reference number for the call?
[AGENT][NEUTRAL] You're welcome. We do not use reference numbers. You can use my name [PII] last initial [PII], and today's date. Anything else I can help you with, please?
[CUSTOMER][POSITIVE] You're welcome. We do not use reference numbers. You can use my name [PII], last initial [PII], and today's date. Anything else I can help you with today? That is all, [PII]. thank you so much. I hope you enjoy the rest of your day.
[AGENT][POSITIVE] You as well thanks for calling APL.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][NEUTRAL] Bye.