AccountId: 011433970860
ContactId: 1ddd841e-fd2d-4eb3-b459-83be68cfc336
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143979 ms
Total Talk Time (AGENT): 43044 ms
Total Talk Time (CUSTOMER): 42447 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/1ddd841e-fd2d-4eb3-b459-83be68cfc336_20250103T21:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling NAPL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] calling from Tora's office. I'm just uh looking for the eligibility of this member. Can you help me out?
[AGENT][NEUTRAL] Uh, yes, I sure can help you with eligibility. And you said your name was [PII]?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm looking for eligibility.
[AGENT][NEUTRAL] OK [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]. No extension, this is a direct line.
[AGENT][NEUTRAL] OK, and what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is gonna be uh [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] Uh, OK, we have 0235.
[CUSTOMER][NEUTRAL] 2916.
[AGENT][NEUTRAL] OK, let me look up her policy.
[AGENT][NEUTRAL] OK, looking at [PII]'s policy, she does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] Selective?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's primary or secondary.
[AGENT][NEUTRAL] This is the secondary insurance that's supplemental to the primary that's billed secondary, yes.
[CUSTOMER][NEUTRAL] So who is the primary as uh as per your system?
[AGENT][NEUTRAL] I don't have the primary.
[CUSTOMER][NEUTRAL] No, you don't have the primary insurance information?
[AGENT][NEUTRAL] No, ma'am. No, I don't, sir.
[CUSTOMER][POSITIVE] OK, thank you so much. Thank you so much. I actually, I'm looking for this number uh information. Have a great day. Bye-bye. Take care and stay safe, OK?
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too, [PII]. You have a good one. Thanks for calling APL bye bye.