AccountId: 011433970860
ContactId: d9e1794b-8da9-4959-8e41-21256bef4f2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141199 ms
Total Talk Time (AGENT): 65741 ms
Total Talk Time (CUSTOMER): 62630 ms
Interruptions: 1
Overall Sentiment: AGENT=3.8, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d9e1794b-8da9-4959-8e41-21256bef4f2b_20250109T13:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm [PII], and I'm calling to verify member's ability, please.
[AGENT][POSITIVE] Well [PII], it would be a pleasure to assist you with that eligibility today. What is a good callback number?
[CUSTOMER][NEUTRAL] My number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Just give me a second, policy number is.
[CUSTOMER][NEUTRAL] 02555967
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And [PII], it would be my pleasure to assist you with that eligibility. I am showing that [PII]'s policy is active. Effective date is 10-1-2024, and this is a secondary policy to his major medical coverage. Anything else I can assist you with today?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] And it would be my pleasure to assist you with that.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yes, can you please confirm your claim mailing address is [PII].
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] ZIP code [PII], is that right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Thank you for that. And can you please confirm if policyholder, the owner of this policy is [PII]?
[AGENT][NEUTRAL] He is the policyholder.
[CUSTOMER][NEUTRAL] Thank you. And do you have a reference number for the call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And you would use today's date. And [PII], it was a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all I need. Thank you so much. Have a wonderful day and we stay safe. Thank you.
[AGENT][POSITIVE] I hope you have a wonderful day as well. Thank you for calling APL James. Take care. Bye-bye.
[CUSTOMER][POSITIVE] I hope you
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] You too bye.