AccountId: 011433970860
ContactId: 0b22839e-e77e-4b26-9b5c-91bcade97b46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93870 ms
Total Talk Time (AGENT): 49199 ms
Total Talk Time (CUSTOMER): 27736 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/0b22839e-e77e-4b26-9b5c-91bcade97b46_20250217T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I was calling to see if a plan was active.
[AGENT][POSITIVE] Alright, I'm happy to check eligibility. Do we have a policy number?
[CUSTOMER][NEUTRAL] Um, they gave me 02244903.
[AGENT][POSITIVE] Great, thank you. Let me pull that up here.
[AGENT][NEUTRAL] And then if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] What is the patient name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Um, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that. The patient is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, secondary coverage deductible, co-pay and co-insurance that the primary insurance does not.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Um, do you get a reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name again is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.