AccountId: 011433970860
ContactId: e512aa52-e215-4c70-bfef-a7c23cea5014
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132929 ms
Total Talk Time (AGENT): 56143 ms
Total Talk Time (CUSTOMER): 52134 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/e512aa52-e215-4c70-bfef-a7c23cea5014_20250502T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I wanna verify this, uh, gap insurance for this client. I'm, I'm calling from the hospital.
[AGENT][NEUTRAL] OK, uh, we're needing to check on a claim, is that right?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, yeah, I can check that for you um what was your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh my name is [PII].
[AGENT][NEUTRAL] OK, Frankly, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] The policy number is let me see I got it here.
[CUSTOMER][NEUTRAL] 02585585.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] For the main member, because it's, it's a, it's a family, I guess this is what life here, the main members is [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, is that uh the patient that this was in regard to?
[CUSTOMER][NEUTRAL] For, uh, it's for the, for the, for his wife.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, got it, thank you.
[CUSTOMER][NEUTRAL] Call you call them.
[AGENT][NEUTRAL] So we were needing to check uh eligibility or are we needing to check to see if a claim has been received?
[CUSTOMER][NEUTRAL] I believe, I believe uh.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] To check the.
[AGENT][NEUTRAL] Sure, so this policy is active. Uh, effective date was [PII].
[AGENT][NEUTRAL] 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][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and your name what's your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That should be everything.
[CUSTOMER][POSITIVE] No, that was everything. Thank you so much.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII] have a great rest of your day.
[CUSTOMER][POSITIVE] OK you too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.