AccountId: 011433970860
ContactId: 29621b2f-4fad-46c8-80ce-55c7d35af246
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80379 ms
Total Talk Time (AGENT): 34378 ms
Total Talk Time (CUSTOMER): 37110 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/29621b2f-4fad-46c8-80ce-55c7d35af246_20250121T15:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] from UA Medical Center and I'm just calling to check eligibility status of one of our patients.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on eligibility for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's um 02287984.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here and do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and um that will be [PII].
[AGENT][NEUTRAL] Thank you. So patient plan is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much. uh, sorry, that's all I need. You have a great day and stay safe. Bye for now. Thank you.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.