AccountId: 011433970860
ContactId: 1688fccf-7f91-4d97-b6d0-eb4870d6ef3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67180 ms
Total Talk Time (AGENT): 34460 ms
Total Talk Time (CUSTOMER): 28951 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/1688fccf-7f91-4d97-b6d0-eb4870d6ef3b_20250311T16:38_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]. It's [PII] from Memorial Hospital West. Just verifying if a patient is active with her insurance.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check eligibility today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] My policy I have is 01673442ML8.
[AGENT][POSITIVE] All right, thank you so much. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active, [PII]. The effective date on this is [PII], or the secondary insurance, so this will cover deductible, co-pay, and co-insurance, the primary does not.
[CUSTOMER][POSITIVE] OK, perfect. Thank you. That's all I needed. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Have a good one.
[AGENT][NEUTRAL] Bye bye.