AccountId: 011433970860
ContactId: e0143306-1374-4704-bfae-fddb99737822
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74000 ms
Total Talk Time (AGENT): 37029 ms
Total Talk Time (CUSTOMER): 29329 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/e0143306-1374-4704-bfae-fddb99737822_20250207T16:06_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling because I just need to verify uh the patient is active with you guys for her policy.
[AGENT][NEUTRAL] OK, yeah, I can check to see if that policy is active. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I have 02052121.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's from Miss [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that right now. Uh, so this policy is active. Effective date was [PII], and this is a, uh, secondary medical policy. It is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, perfect. Well, thank you so much for your help. I appreciate that.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] That's gonna be it, thanks again.
[AGENT][POSITIVE] Alright, yep, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.