AccountId: 011433970860
ContactId: 1546b70d-58bf-4fa5-a445-18467129e37c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111330 ms
Total Talk Time (AGENT): 41721 ms
Total Talk Time (CUSTOMER): 46652 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/1546b70d-58bf-4fa5-a445-18467129e37c_20250430T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sorry, I just wanna check the eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my name is [PII] and my number here is [PII].
[AGENT][NEUTRAL] Thank you ma'am. And Miss [PII], what is your um the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Corwell Health.
[AGENT][NEUTRAL] Thank you and can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, uh first name is [PII], last name [PII] [PII]
[CUSTOMER][NEUTRAL] Um, let's see, I have a, uh, certificate number for outpatient is 02608342ML8.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And Ms. [PII]'s date of birth is [PII].
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] OK, let me pull her up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us. The effective date of her policy is [PII], and everything is current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and this is like a supplement to her, her main insurance, correct?
[AGENT][POSITIVE] Yes, you're right.
[CUSTOMER][POSITIVE] Oh, OK, alright, I appreciate your time thank you.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Bye bye.