AccountId: 011433970860
ContactId: fbb69f68-c2bb-4b14-9060-e6a751786933
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95690 ms
Total Talk Time (AGENT): 51478 ms
Total Talk Time (CUSTOMER): 31171 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/fbb69f68-c2bb-4b14-9060-e6a751786933_20250619T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from South Georgia Medical Center.
[CUSTOMER][NEUTRAL] Uh, the, I'm just trying to see if this um insurance is primary or secondary coverage.
[AGENT][NEUTRAL] OK, I can get that policy pulled up and let you know, uh, [PII], can I get a good call back number first in uh case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII], that's correct.
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] I have 01735266.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you so much for verifying that. So this is a secondary medical policy. It is currently active, uh, effective date was [PII]. As this is a secondary medical policy, it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, and I just need your name again, the first initial to your last line of reference.
[AGENT][NEUTRAL] Sure, 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][POSITIVE] No ma'am, that'll be it thank you so much [PII] you have a great day.
[AGENT][NEUTRAL] All right, yeah.
[AGENT][POSITIVE] Thanks for calling APO. You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm.