AccountId: 011433970860
ContactId: df757452-d1b5-4417-a8c2-df28c0dea269
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186880 ms
Total Talk Time (AGENT): 57409 ms
Total Talk Time (CUSTOMER): 91671 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/df757452-d1b5-4417-a8c2-df28c0dea269_20250619T19:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Reve Health, and I was just calling to verify eligibility for a patient or see if the policy term.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Um, the best number is this one, it's [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] The number I have is 01369750.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is active and effective, [PII].
[CUSTOMER][NEUTRAL] OK, and tour and
[CUSTOMER][NEUTRAL] Is the uh spouse a subscriber I have [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and then I just wanna verify the mailing address is [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] No, that's a really old address. It's actually [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] It's [PII], [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], did you say [PII]?
[AGENT][NEUTRAL] Yes, [PII], yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Just, OK, um sorry, uh, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And it was, you said, OK. Um, thank you very much. Do you have a reference number for the call?
[AGENT][NEUTRAL] Reference number is just my name, [PII], first initial to last name [PII], and today's date. Anything else I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so does this, does this plan, um, cover for medical benefits, or?
[AGENT][NEUTRAL] Uh, yes, it's a gap plan. So it'll cover, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so once the primary pays, this will pick up. Um, do you need the benefit like the dollar amount?
[CUSTOMER][NEUTRAL] Uh, no, that's OK. No.
[CUSTOMER][POSITIVE] I think I, I got everything I needed.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Yeah, you too. Take care.
[AGENT][POSITIVE] OK. Thank you. Bye-bye.