AccountId: 011433970860
ContactId: 421bf9a6-ccf3-4475-98c9-e616ba3a4c0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83739 ms
Total Talk Time (AGENT): 35929 ms
Total Talk Time (CUSTOMER): 27694 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/421bf9a6-ccf3-4475-98c9-e616ba3a4c0c_20250131T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I'm calling from Holy Cross Hospital. I'm calling on a patient that's scheduled to come in Monday. I was just checking eligibility.
[AGENT][NEUTRAL] Alright, I'm happy to check on eligibility today, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 02496781.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here one moment.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much. So the member's plan is active. The effective date is [PII], or the secondary insurance, so this will cover deductible copay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much, [PII]. [PII], can I have the initial of your last name?
[AGENT][NEUTRAL] Absolutely. That's gonna be [PII], and that's the call reference, my name with today's date.
[CUSTOMER][POSITIVE] Thank you very much. And you have a wonderful weekend.
[AGENT][POSITIVE] You as well take care bye bye.
[CUSTOMER][NEUTRAL] Alright, OK then.