AccountId: 011433970860
ContactId: 39faacfc-ee7d-420c-80c5-3fcd2efc6fd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145759 ms
Total Talk Time (AGENT): 66983 ms
Total Talk Time (CUSTOMER): 65391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/39faacfc-ee7d-420c-80c5-3fcd2efc6fd1_20250407T16:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check on patients' medical eligibility. Could you please help for that?
[AGENT][POSITIVE] It would be my pleasure to assist you with the eligibility, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Yes, sure. My good callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Patient's ID starts with 00980782.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and the last name is [PII] and the date of birth [PII].
[AGENT][POSITIVE] All right, thank you. And it would be my pleasure to help you with eligibility for [PII]. I'm showing that her policy is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And this is the secondary policy to her major medical insurance.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] So the policy is active, effective, sir?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes, the policy effective from [PII]. There is no termination, still it is active.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much. Could you please provide me, is there any group number?
[AGENT][NEUTRAL] There he is, and that group number is.
[AGENT][NEUTRAL] 16312.
[CUSTOMER][POSITIVE] Thank you. Could you please spell out your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] And a reference number would be my.
[CUSTOMER][NEUTRAL] Call reference number for this call.
[AGENT][NEUTRAL] Mhm, would be my name and today's date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Anything else.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Thank you so much. You said the policy is active, effective from [PII]. It is secondary policy.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] My pleasure to assist you today, [PII]. Thank you for calling APL. Hope you have a great day as well. Take care.