AccountId: 011433970860
ContactId: 2ec28626-d178-4908-9f1d-b99db9b4d160
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134160 ms
Total Talk Time (AGENT): 62441 ms
Total Talk Time (CUSTOMER): 45859 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/2ec28626-d178-4908-9f1d-b99db9b4d160_20250303T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling from Garden Health. We're a laboratory, and I'm just trying to verify eligibility for one of our patients.
[AGENT][NEUTRAL] OK [PII], I can help you with eligibility. Can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, yes, [PII]'s name is [PII] Last name is um [PII]
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number is 02518304.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date is [PII].
[CUSTOMER][NEUTRAL] Again, what type of plan is this HMO PPO?
[AGENT][NEUTRAL] Uh, this is a supplemental, uh, gap policy, and this is just to verify his coverage. It's not a guarantee of payment. It is billed secondary to the primary. It helps with deductible, co-pay, and co-insurance.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Perfect. And can you confirm your claims address for us?
[AGENT][NEUTRAL] Yes, sir. Um, it's [PII], and that's in [PII], and the zip code is [PII].
[CUSTOMER][POSITIVE] Perfect. And thank you, [PII]. Lastly, do you happen to have a call reference number?
[AGENT][NEUTRAL] Yes, sir. You can use my name and today's date. You spell it [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. I hope you have a good rest of your week. I appreciate your time.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good week too and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you, [PII]. Bye bye.
[AGENT][NEUTRAL] Bye bye