AccountId: 011433970860
ContactId: 3c3f72c0-7bd8-4e36-ba24-a5f4eb88482f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52819 ms
Total Talk Time (AGENT): 29049 ms
Total Talk Time (CUSTOMER): 17656 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/3c3f72c0-7bd8-4e36-ba24-a5f4eb88482f_20250514T19:52_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 calling to verify eligibility.
[AGENT][NEUTRAL] All right, [PII], happy to check on eligibility today. Can I get the patient's policy number, please?
[CUSTOMER][NEUTRAL] It is 02387153.
[AGENT][NEUTRAL] Thank you. And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So patient is active. Looks like the effective date is [PII].
[AGENT][NEUTRAL] We are the secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Thank you so much and you have a wonderful day.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thank you bye.