AccountId: 011433970860
ContactId: 059c6764-7df6-4436-860e-6683cbeef29e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129089 ms
Total Talk Time (AGENT): 49159 ms
Total Talk Time (CUSTOMER): 44846 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/059c6764-7df6-4436-860e-6683cbeef29e_20250407T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], I would like to verify patient's eligibility please.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. Uh, what's the patient's policy number?
[CUSTOMER][NEUTRAL] Um, hold on one second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 01542268 M as in Mary, L as in Lisa 7.
[AGENT][NEUTRAL] OK, thank you for that. Let me pull this up. And then if you don't mind, can I grab your first name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII] and a callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient's uh name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth, uh, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right. So the patient is active. It looks like the effective date on this is [PII]. We are the members secondary insurance, so this will pick up deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK perfect thank you and can I have a reference number for the call please?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initials in today's date. My name is [PII], that's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] OK, and then today's date, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, sorry, OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye bye.