AccountId: 011433970860
ContactId: ef2d106e-c8a1-48a1-81f1-37a853e45594
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195770 ms
Total Talk Time (AGENT): 68265 ms
Total Talk Time (CUSTOMER): 77766 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ef2d106e-c8a1-48a1-81f1-37a853e45594_20250619T18:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from the insurance company Community Care. How are you doing this afternoon?
[AGENT][POSITIVE] I'm good, thank you. How about you, Ms. [PII]?
[CUSTOMER][NEUTRAL] Doing all right, it's almost the end of the week.
[AGENT][POSITIVE] Yes, that's good.
[CUSTOMER][POSITIVE] Thank you for asking.
[AGENT][POSITIVE] You're welcome. How may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, I'm trying to check eligibility on a mutual member, please.
[AGENT][POSITIVE] OK, sure, I can assist you with that. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah my best callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][NEUTRAL] OK, and do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do, um, that shows as 145.
[CUSTOMER][NEUTRAL] 7100.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, this would be for [PII], and his date of birth is, uh, [PII], please.
[AGENT][NEUTRAL] OK, thank you, [PII], and you say you're calling for eligibility the policy is active.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and we have an effective date of [PII]. It is active at the moment and this is a secondary policy.
[CUSTOMER][NEUTRAL] Oh, gotcha. Um, is it like a, a supplemental?
[AGENT][NEUTRAL] Mhm. Yes, it's a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] OK, perfect. And is, uh, let's see here. Uh, does that, that doesn't cover, uh, pharmacy, is that correct? Like pharmacy and prescriptions?
[AGENT][NEUTRAL] No. No.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK, great, um, in that case I think that's all the information I need other than a reference number for the call if you have one please.
[AGENT][NEUTRAL] We don't. You can use my name into the state if you will. Do you need a spelling of my name or any other information?
[CUSTOMER][NEGATIVE] Oh, sure, that can hurt.
[AGENT][NEUTRAL] OK, that's [PII]. That's initial [PII]. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Uh, not at this time, but thank you very much for the helpful.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye for now.
[AGENT][NEUTRAL] Bye-bye.