AccountId: 011433970860
ContactId: ec836e69-b5dd-4897-ba2f-8c5c28832a72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102059 ms
Total Talk Time (AGENT): 55196 ms
Total Talk Time (CUSTOMER): 33861 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ec836e69-b5dd-4897-ba2f-8c5c28832a72_20250218T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Calling to verify eligibility please.
[AGENT][POSITIVE] Alright, I'm happy to check on eligibility today. Do we have a policy number?
[CUSTOMER][NEUTRAL] I do as soon as I get back to the right screen sorry I have 02012905.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up and then if you don't mind, can I just grab your first name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, what is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you so much. OK, so member does have an active plan with us. It is a different policy number. Would you like to take that down, [PII]?
[CUSTOMER][POSITIVE] Oh, I would thank you, yes.
[AGENT][NEUTRAL] Yeah, uh, so that policy number is 0223.
[AGENT][NEUTRAL] 0098.
[AGENT][NEUTRAL] And the effective date on this is [PII].
[CUSTOMER][NEUTRAL] OK, isn't that, is that still under like American Public Life? Is that the name of the company?
[AGENT][NEUTRAL] Mhm. Yes, ma'am. Yup, and we're still the secondary insurance, so it'll cover deductible, co-pay and co-insurance. The primary doesn't.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I just need to change the policy number then. OK, perfect, and it's effective eligible. OK, thank you so much for your time.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][NEUTRAL] Bye bye.