AccountId: 011433970860
ContactId: eefb111f-b419-436d-82a2-3b3b2c9ebd26
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150600 ms
Total Talk Time (AGENT): 65200 ms
Total Talk Time (CUSTOMER): 50440 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/eefb111f-b419-436d-82a2-3b3b2c9ebd26_20250423T16:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, Ms. [PII]. Uh, my name is [PII] and I'm with Advanced Medical Resources, and I just need to verify eligibility for a patient, please.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 648-6
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's.
[CUSTOMER][NEUTRAL] 204.
[CUSTOMER][NEUTRAL] 984-86.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, I apologize, [PII]. Could you repeat that policy number to me? I think I misheard it.
[CUSTOMER][NEUTRAL] I have is
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][POSITIVE] Oh no, I got it. OK, yes, I'm so sorry. I put the 2 in front of the 0. I am so sorry about that.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So yes, and I appreciate you verifying that information, um, 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] 0
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And the policy number is 02498486.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's all I needed. Um, is there a reference number for this call?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date and so my name is spelled [PII] Uh there wasn't anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] No, ma'am. That's it. I appreciate your help, ma'am.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Thank you. Bye