AccountId: 011433970860
ContactId: f3a6a60e-5149-44f2-96e1-f19b40900f86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104099 ms
Total Talk Time (AGENT): 55318 ms
Total Talk Time (CUSTOMER): 33032 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/f3a6a60e-5149-44f2-96e1-f19b40900f86_20250110T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to verify eligibility on a member please.
[AGENT][NEUTRAL] They can take eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] and that is the direct line.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yep, 02107201.
[AGENT][NEUTRAL] Alright thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy and is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, so would an authorization be required if it's secondary?
[AGENT][NEUTRAL] No, um, this plan is very dependent on major medical as long as, uh, their primary pays this policy can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great, is there a call reference number, [PII]?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I'm all set thank you you have a great day.
[AGENT][POSITIVE] Alright, thanks for calling PL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.