AccountId: 011433970860
ContactId: f2ffa82d-1b3b-47ef-a02d-5921e2d184d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126919 ms
Total Talk Time (AGENT): 44901 ms
Total Talk Time (CUSTOMER): 62411 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/f2ffa82d-1b3b-47ef-a02d-5921e2d184d5_20250604T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi there [PII]. This is [PII] calling from a provider line and I just would like to know if a member has active policy.
[AGENT][POSITIVE] OK, I'm happy to check on benefits, [PII]. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yup, that would be 02446539.
[AGENT][NEUTRAL] Name and date of birth.
[CUSTOMER][NEUTRAL] Member's name is [PII] Date of birth, [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date on here is [PII]. We are the member's secondary insurance and so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, OK, thank you so much for that information. Um, uh, what type of plan is this? Is this like supplemental plan only?
[AGENT][POSITIVE] Yes, it is a supplemental, correct.
[CUSTOMER][NEUTRAL] Uh. Got it. No group ID or group name?
[AGENT][NEUTRAL] The group number is gonna be 26142.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Group name is City of Goose Creek.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it thank you so much. Yeah, um, I guess, um, that's all that I need. um, it's [PII], right?
[AGENT][NEUTRAL] Mhm. [PII]
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Um, do you have a reference for this call?
[AGENT][NEUTRAL] Yeah, [PII], call references my name and then just today's date.
[CUSTOMER][POSITIVE] Perfect. Again, sir, thank you so much for your assistance today. Have a good day. Bye bye.
[AGENT][NEUTRAL] You too. Bye bye.