AccountId: 011433970860
ContactId: eb3f7cd3-54a8-4973-a95d-ac82424443b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107489 ms
Total Talk Time (AGENT): 51089 ms
Total Talk Time (CUSTOMER): 37110 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/eb3f7cd3-54a8-4973-a95d-ac82424443b7_20250415T21:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to verify members eligibility and benefits.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, uh, that number is [PII]. I do have an extension [PII].
[AGENT][NEUTRAL] Got it, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, I have here 01823245.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, for [PII], date of birth I have is [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][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much um and may I get a reference number for the phone call?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that will be all, thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Bye bye.