AccountId: 011433970860
ContactId: e05d2f0a-9883-4104-9d9d-465f5a21c4a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111360 ms
Total Talk Time (AGENT): 51870 ms
Total Talk Time (CUSTOMER): 24790 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e05d2f0a-9883-4104-9d9d-465f5a21c4a2_20250513T15:07_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting me. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. I was calling to verify eligibility on a patient.
[AGENT][POSITIVE] Good morning.
[AGENT][POSITIVE] Yes, I can help with those on a patient, and who am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] 02584178 ML 7
[AGENT][POSITIVE] I appreciate that. Thank you. What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] And, and do you have her date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's, that's all that you had was in [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Do, do you have any other part of her or any other thing that I could identify her with?
[CUSTOMER][NEUTRAL] Um, I've got last four of her social is [PII].
[AGENT][NEUTRAL] OK, thank you. Um, [PII], the policy went into effect on [PII]. It is active. Um, this is a secondary or gap insurance.
[AGENT][NEUTRAL] And we do have benefits for in and out of hospital. Is there anything else at all that I can tell you about the secondary gap insurance besides the eligibility?
[CUSTOMER][NEUTRAL] No and that's all I needed.
[AGENT][POSITIVE] OK, OK. Well, if there's anything else that we can help with, um, just let us know. Otherwise, thank you for contacting APL. You have a very good morning.