AccountId: 011433970860
ContactId: 3a154292-edb2-4cb2-8e5f-3f1e7f044ac6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83860 ms
Total Talk Time (AGENT): 44190 ms
Total Talk Time (CUSTOMER): 27489 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/3a154292-edb2-4cb2-8e5f-3f1e7f044ac6_20250507T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm with the facility, and I am just needing to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII]. Happy to check eligibility for you. Do we have their policy number?
[CUSTOMER][NEUTRAL] I do. It is 02388999.
[AGENT][POSITIVE] All right, thank you for that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII], uh [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date on here is [PII]. Or the member's secondary insurance, so this would cover deductible, co-pay, co-insurance at the primary does not.
[CUSTOMER][POSITIVE] All right perfect thank you so much and um can I get a call reference number from you?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial and today's date. My name again is [PII], that's spelled [PII] and my last initial is [PII] like [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your time and help today I hope you have a good day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][POSITIVE] Oh thank you mhm bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.