AccountId: 011433970860
ContactId: dbdcb670-7065-4ac4-84ee-cae96af716de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148389 ms
Total Talk Time (AGENT): 68071 ms
Total Talk Time (CUSTOMER): 56918 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/dbdcb670-7065-4ac4-84ee-cae96af716de_20250228T13:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling with the ABB Health Centers and I have a patient, um, in my office, and I just need to verify eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you today. What is your name, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] [PII].
[AGENT][POSITIVE] Thank you, [PII] and what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 01986373.
[AGENT][NEUTRAL] And [PII], what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] OK, so her, that policy termed on [PII]. She does have active coverage under another policy. Can I give you her active policy information?
[CUSTOMER][NEUTRAL] Please if you don't mind.
[AGENT][NEUTRAL] It would be my pleasure. As of [PII], her active policy number is 256.
[AGENT][NEUTRAL] 6484.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And this is a secondary policy, yeah, secondary to her major medical.
[CUSTOMER][NEUTRAL] And this is for medical.
[CUSTOMER][POSITIVE] Perfect. And you said it was [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, perfect. I will get that fixed. Let's see. Same billing address for um the [PII] for the APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, perfect, perfect. I will get that fixed in my system. Thank you so much. Can I get a reference number?
[AGENT][POSITIVE] It would be my name in today's date, and I spell my name [PII], and it was a pleasure to help you with that eligibility, [PII]. Anything else I can help you with today?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That will be it. Thank you so much.
[AGENT][POSITIVE] And thank you for calling the APL. Hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.