AccountId: 011433970860
ContactId: ddd9b672-ec8e-466b-a5b8-3842962741b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110239 ms
Total Talk Time (AGENT): 52079 ms
Total Talk Time (CUSTOMER): 50363 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/ddd9b672-ec8e-466b-a5b8-3842962741b1_20250402T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from Northwest Allied Physicians, and I'm calling to check on um the I guess the on this policy for our patient.
[AGENT][NEUTRAL] And we're just needing to see if the policy is active.
[CUSTOMER][NEUTRAL] Um, if it's active and also is it like a second, just a secondary policy and um, yeah, that kind of info.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Yeah, OK, I can get that pulled up, see if it's active and what kind of policy that is. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. I've got um 02273148.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] It is [PII], and then its date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. 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][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] All right well thank you so much I think that's all I needed.
[AGENT][NEUTRAL] Sure, was there anything else I could help you with? OK, well thanks for calling APL.
[CUSTOMER][POSITIVE] No, that's it for now, [PII]. I appreciate your help. Thank you.
[AGENT][POSITIVE] Of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.