AccountId: 011433970860
ContactId: 1241ce2b-40e0-465e-a1b8-319e491f8155
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101400 ms
Total Talk Time (AGENT): 43310 ms
Total Talk Time (CUSTOMER): 38751 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/1241ce2b-40e0-465e-a1b8-319e491f8155_20250114T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'd like to verify eligibility for a patient.
[AGENT][NEUTRAL] I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 023-291-32.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you for that information, [PII], and you're just wanting the effective date of the policy is currently active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, we have that information for you. Uh, the effective date is [PII].
[AGENT][NEUTRAL] And I show that the policy is active at this time, and any other questions?
[CUSTOMER][NEUTRAL] Uh, so, uh, are you showing that this would be primary?
[AGENT][NEUTRAL] Uh, this is a Metlink policy, so it's secondary to the major medical plan.
[CUSTOMER][NEUTRAL] Do you show coordination?
[CUSTOMER][POSITIVE] OK, I'll go ahead and change that order then thank you very much.
[AGENT][NEUTRAL] Oh, you're welcome, [PII]. Anything else?
[CUSTOMER][POSITIVE] Appreciate you, uh, hey, is there a, yes, is there a call reference number?
[AGENT][NEUTRAL] You'll use my name in today's status reference for today's call, [PII]
[CUSTOMER][POSITIVE] Perfect. Alright, thanks so much [PII].
[AGENT][NEUTRAL] First initial.
[AGENT][POSITIVE] You're welcome. Thanks for calling [PII]. Have a good day.
[CUSTOMER][NEUTRAL] OK, bye bye.