AccountId: 011433970860
ContactId: dd3b1d16-6212-49b7-9001-f140414dd3ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78349 ms
Total Talk Time (AGENT): 36152 ms
Total Talk Time (CUSTOMER): 37092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/dd3b1d16-6212-49b7-9001-f140414dd3ae_20250501T13:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, I am just needing to, I am with us at [PII], and I'm just needing to verify if this is like a Medicare supplement on this American public life.
[AGENT][NEUTRAL] OK. Yeah, absolutely. What's the policy number? Do you have that?
[CUSTOMER][NEUTRAL] It is 02618574.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, let me pull this up here, one moment.
[CUSTOMER][NEUTRAL] Um, yeah Thursday.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. All right. Patient is active. Effective date is [PII]. We are the members secondary insurance, so this uh does pick up deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, so he said his primary just changed to Blue Cross and Blue Shield recently. Do you guys have that information?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, we, unfortunately don't. You would have to verify with the insured.
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][POSITIVE] OK, OK, sounds good thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.