AccountId: 011433970860
ContactId: 07400c77-9caa-406a-a907-8a8257ef29f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112050 ms
Total Talk Time (AGENT): 39756 ms
Total Talk Time (CUSTOMER): 32529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/07400c77-9caa-406a-a907-8a8257ef29f3_20250520T18:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah hi I was calling to get eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 02124055
[AGENT][NEUTRAL] OK, thank you. Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] Still [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, and this is a supplemental?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, is there a payer ID to submit claims?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, OK, can I get a reference number for the call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, what was your name? I'm sorry.
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Mhm. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.