AccountId: 011433970860
ContactId: 1c68a155-3e25-41df-84f0-3b6746db2ce4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87099 ms
Total Talk Time (AGENT): 41537 ms
Total Talk Time (CUSTOMER): 31342 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/1c68a155-3e25-41df-84f0-3b6746db2ce4_20250620T15:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm trying to verify eligibility and benefits for patients.
[AGENT][POSITIVE] Hi, [PII]. Happy to check on eligibility and benefits. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02611534
[AGENT][NEUTRAL] Thank you, [PII]. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date on here is [PII]. Where there's secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary doesn't.
[CUSTOMER][NEUTRAL] OK, and you guys, uh, what does he have? you said it does, it does cover the deductible of the primary.
[AGENT][POSITIVE] Mhm, correct, yeah.
[CUSTOMER][NEUTRAL] OK, that's all I needed to know. Can I just get just get a reference number for the call?
[AGENT][NEUTRAL] Absolutely, [PII]. That's my name on today's date. My name is [PII], that's [PII], initials my last name, [PII], and then today's date.
[CUSTOMER][POSITIVE] Alrighty thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] OK thank you