AccountId: 011433970860
ContactId: e5729a36-7bab-4f34-9f4f-75246fa4ac38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109019 ms
Total Talk Time (AGENT): 53968 ms
Total Talk Time (CUSTOMER): 35363 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e5729a36-7bab-4f34-9f4f-75246fa4ac38_20250611T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. um, I'm just needing to verify coverage for a patient.
[AGENT][NEUTRAL] OK, yeah, I could check that eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 02456843.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the month please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII], 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] Got you. OK. That's what I have, um.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] This plan wouldn't require any kind of authorizations or anything like that, right?
[AGENT][NEUTRAL] No, that's correct. Uh, as long as Major medical is willing to pay this policy can.
[CUSTOMER][NEUTRAL] OK, perfect. Do you give any reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date, and so my name is spelled [PII]
[CUSTOMER][POSITIVE] Got it. OK, I appreciate it. Thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thanks, bye bye.