AccountId: 011433970860
ContactId: df692f6d-1da4-494d-a16a-17ae3fb4495d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133720 ms
Total Talk Time (AGENT): 66689 ms
Total Talk Time (CUSTOMER): 43486 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/df692f6d-1da4-494d-a16a-17ae3fb4495d_20250530T22:56_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how can I help you?
[CUSTOMER][NEUTRAL] Yes, thank you. Um, I am uh verifying, um, insurance for a patient, uh, [PII], um, 24141 is the policy.
[AGENT][NEUTRAL] OK, so we're just needing to check eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What was your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And that policy number you said that was 24141?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so that's gonna be a bit too uh short to be one of our policy numbers, [PII]. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Let me see, um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, I don't have the social for him.
[AGENT][NEUTRAL] OK, I'm wondering, that might be their group number. Um, would you mind spelling out the first and last name for the insured?
[CUSTOMER][NEUTRAL] Oh, apologize. Yeah, yeah, this is the group number, uh, policy is 236.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 1423.
[AGENT][NEUTRAL] OK, thank you. uh, what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], in [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, 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][POSITIVE] OK, perfect. Um, can I have your name?
[AGENT][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, yeah, thank you so much appreciate that take care.
[AGENT][POSITIVE] Of course thanks have a great day you too bye bye.