AccountId: 011433970860
ContactId: 41ef38be-0a89-413e-833f-284217f50813
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129929 ms
Total Talk Time (AGENT): 50232 ms
Total Talk Time (CUSTOMER): 55879 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/41ef38be-0a89-413e-833f-284217f50813_20250217T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], this is [PII]. I'm calling from the facility Valley Baptist Medical Center. I just wanted to check, um, eligibility, ma'am, for a member.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility and benefits today, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My policy number 02243512.
[AGENT][NEUTRAL] OK, let's take a look here.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And if I could please have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So this plan follows the
[CUSTOMER][NEUTRAL] Um, primary insurance guidelines.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am for your help appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] And can I have a call reference? Oh yes ma'am, can I have a call reference? Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely. So call references my name with my last initial and then today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you so much, Ms. [PII] for your help. I appreciate it have a good one.
[AGENT][POSITIVE] You're welcome. Have a, you too. Bye bye.
[CUSTOMER][NEUTRAL] OK bye.