AccountId: 011433970860
ContactId: 0460891a-7878-47f3-8b27-648fbc3c7c9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71779 ms
Total Talk Time (AGENT): 31156 ms
Total Talk Time (CUSTOMER): 29403 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/2025/06/10/0460891a-7878-47f3-8b27-648fbc3c7c9b_20250610T12:16_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I was just calling to verify um eligibility and benefits on a patient.
[AGENT][NEUTRAL] All right, [PII]. Happy to check benefits and eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01.
[CUSTOMER][NEUTRAL] 485319
[AGENT][NEUTRAL] Thank you. And then if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, it's for patient [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK awesome and then um do you all use a reference number or just your name on today's date?
[AGENT][NEUTRAL] Yeah, it's just my name with today's date for the call reference.
[CUSTOMER][POSITIVE] All right, I will get that plugged in there um I think that's everything I needed.
[AGENT][POSITIVE] All right, sounds good, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] So.