AccountId: 011433970860
ContactId: 10d1218f-0ca4-4329-bd6b-b97bf46aaefe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106720 ms
Total Talk Time (AGENT): 53669 ms
Total Talk Time (CUSTOMER): 33528 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/10d1218f-0ca4-4329-bd6b-b97bf46aaefe_20250325T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling from Mayo Clinic in [PII] and I'm calling to check eligibility on a patient.
[AGENT][NEUTRAL] OK. I'm happy to check on eligibility today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Uh yeah, what I have is 01792102.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII]. We the member's secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Alright, and can I get the mailing address for claims?
[AGENT][NEUTRAL] Absolutely, that's going to be [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII] alright and [PII], could I get a call reference number too?
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initials in today's date. My name again is [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] All right all right well thank you so much for all your help you have a wonderful afternoon.
[AGENT][POSITIVE] You as well take care.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye bye.