AccountId: 011433970860
ContactId: e0c4a500-f572-439a-a788-0bb0f94f1788
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114360 ms
Total Talk Time (AGENT): 47146 ms
Total Talk Time (CUSTOMER): 41623 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/e0c4a500-f572-439a-a788-0bb0f94f1788_20250318T19:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pa's office, checking on eligibility for a member.
[AGENT][NEUTRAL] OK, OK, I should certainly help with the eligibility. What is that, um,
[AGENT][NEUTRAL] Policy number, please?
[CUSTOMER][NEUTRAL] So, before that, I would like to inform you that this call is being recorded for quality and training purpose and the policy ID is 025.
[CUSTOMER][NEUTRAL] 494484
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] OK, thank you. And, and did she have a date of birth that I could have?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I just need a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you very much. It looks like the policy went into effect on [PII]. It is active.
[AGENT][NEUTRAL] Um, is there anything else that I could tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Uh, no, just help me with the claim mailing address.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Our zip code is [PII].
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, help me with the call reference number.
[AGENT][NEUTRAL] My, it's going to be my name which is [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] OK, thank you for contacting APL