AccountId: 011433970860
ContactId: 000c114f-7d53-4ce7-871d-bb35e23f8333
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97849 ms
Total Talk Time (AGENT): 53138 ms
Total Talk Time (CUSTOMER): 28360 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/000c114f-7d53-4ce7-871d-bb35e23f8333_20250501T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm with OSF Healthcare. I was calling uh to check eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02350220.
[AGENT][NEUTRAL] Got it and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, 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] OK. And are uh authorizations required for this insurance?
[AGENT][NEUTRAL] It is not, um, as this policy is very dependent on the primary insurance as long as they're willing to pay this policy can.
[CUSTOMER][NEUTRAL] OK, um, and then can I just get your name again and a reference if you have one?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last initial is [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, thank you. You have a nice day.
[AGENT][POSITIVE] All right. Thank you. You too. Bye bye.