AccountId: 011433970860
ContactId: f55c4b09-afff-4f1b-bb24-6079f1b22aef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153470 ms
Total Talk Time (AGENT): 51402 ms
Total Talk Time (CUSTOMER): 73664 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f55c4b09-afff-4f1b-bb24-6079f1b22aef_20250421T16:42_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], good afternoon. This is [PII] from Aetna member services. Just wanna inform that the call is being monitored and recorded for quality and training purposes.
[AGENT][POSITIVE] Alright, I'm happy to help. How can I help today?
[CUSTOMER][NEUTRAL] Yeah, I'm calling regarding with the eligibility for the member here. Um, the member's member ID number is 2283843.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up. Do you have a good callback number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, callback number here in my end, bear with me here to get that one.
[CUSTOMER][NEUTRAL] Phone number would be [PII].
[AGENT][NEUTRAL] Thank you. And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth is um [PII].
[AGENT][NEUTRAL] Perfect. Uh, patient is active. Effective date is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] OK, a secondary insurance here and this is under also the employer Dag Plumbing Corporation.
[AGENT][NEUTRAL] Uh, let me double check that. One moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] Uh, yes, it is.
[CUSTOMER][NEUTRAL] OK, it's a medical insurance also, thank you.
[CUSTOMER][NEUTRAL] Is it the medical insurance ma'am? I just wanna verify.
[AGENT][NEUTRAL] Yes, it is. Uh-huh.
[CUSTOMER][NEUTRAL] OK, thank you. Uh let me see here. I just need all the information.
[CUSTOMER][NEUTRAL] No termination date also for this one, right ma'am?
[AGENT][POSITIVE] Correct. Policy is still active.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I just.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, bear with me here, ma'am, for a moment. I do apologize.
[CUSTOMER][NEUTRAL] Thank you and may I please ask for the reference number of this call?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. My name is [PII], that's [PII]
[AGENT][NEUTRAL] And my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much. Nothing else for this one you have a nice day also.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.