AccountId: 011433970860
ContactId: e84f39b6-928a-4578-86a6-4840aa6bbf2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110620 ms
Total Talk Time (AGENT): 46541 ms
Total Talk Time (CUSTOMER): 44139 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/e84f39b6-928a-4578-86a6-4840aa6bbf2b_20250505T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. I am calling from Homestead Hospital to verify uh this patient's uh secondary policy, see if it is active.
[AGENT][NEUTRAL] Yeah, I can check that eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Of course, it is [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][POSITIVE] Yes, let me get it right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Policy number is 1473227 M as in Mike, L as in Lima 7.
[AGENT][NEUTRAL] Got it. And what was the name and date of birth for this member, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that, [PII]. 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][POSITIVE] Awesome, thank you so much [PII]. Would you be able to provide me the initial of your last name along with the call reference if possible?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. And so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, not at all. You've been most helpful. Thank you so much. I hope you have a great day.
[AGENT][POSITIVE] Alright, of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Bye. Take care.
[AGENT][NEUTRAL] You too.