AccountId: 011433970860
ContactId: f82c3c1c-9e30-4961-a292-f4bbb7d68c1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156470 ms
Total Talk Time (AGENT): 54307 ms
Total Talk Time (CUSTOMER): 61481 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/f82c3c1c-9e30-4961-a292-f4bbb7d68c1b_20250226T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling you from the from the JMG Specialty physicians. I'm searching for the eligibility.
[AGENT][POSITIVE] I'm so sorry I got out there at the beginning. Um, well, how can we help you?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] I'm seeing for the eligibility verification.
[AGENT][NEUTRAL] We're needing to check eligibility?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, that is [PII].
[CUSTOMER][NEUTRAL] And it's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, um, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's going to be 02517172 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Alright, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and date of birth is on [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. 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] So, the effective from [PII] until active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please spell out your name for my reference?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][POSITIVE] Thank you [PII]. Thank you for your kind assistance. May I have the call reference number for this account?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Mm, that's all for today. Thank you for your kindnessance. Have a great day and bye bye.
[AGENT][POSITIVE] OK, of course, thanks for trying APL. You too, bye bye.
[CUSTOMER][NEUTRAL] be able
[CUSTOMER][NEUTRAL] I'm gonna