AccountId: 011433970860
ContactId: 3b29993b-59d7-4181-9c8e-b8322d0af769
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108379 ms
Total Talk Time (AGENT): 47948 ms
Total Talk Time (CUSTOMER): 44388 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/3b29993b-59d7-4181-9c8e-b8322d0af769_20250421T14:15_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 Doctor [PII]'s office, and I'm calling to check on a patient's eligibility.
[AGENT][POSITIVE] All right. I'm happy to check on eligibility today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, of course. It's gonna be 02337548.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here and do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[AGENT][POSITIVE] OK, thank you so much. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh her name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date on here is [PII].
[AGENT][NEUTRAL] We are the members secondary insurance, so this is going to cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, perfect. Um, do you have a call reference number for this call?
[AGENT][NEUTRAL] Mhm. Call reference is gonna be my name with my last initial, then today's date. My name again is [PII], that's [PII] My last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII], for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye