AccountId: 011433970860
ContactId: 0bde1e3f-4857-4940-b7ad-01c420b65027
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87419 ms
Total Talk Time (AGENT): 42539 ms
Total Talk Time (CUSTOMER): 36103 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/0bde1e3f-4857-4940-b7ad-01c420b65027_20250319T20:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm just calling to verify eligibility and get an effective date please.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. What is your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from the University of Kansas Health System.
[AGENT][POSITIVE] Thank you, [PII] and a callback number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is um 01708172.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Alright, and I can help you with that eligibility. [PII]'s policy's effective date was [PII], and the policy is active.
[CUSTOMER][NEUTRAL] OK, are you able to tell me if you are listed as primary pay?
[AGENT][NEUTRAL] We are secondary to her primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Perfect. Thank you for your help.
[AGENT][POSITIVE] And thank you for calling APL [PII]. It was a pleasure to assist you with that claim, I mean that eligibility, and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye