AccountId: 011433970860
ContactId: 44ff5c5c-2119-4a31-8aa7-015ef827719c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76680 ms
Total Talk Time (AGENT): 37823 ms
Total Talk Time (CUSTOMER): 25888 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/44ff5c5c-2119-4a31-8aa7-015ef827719c_20250227T18:16_UTC.wav
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[AGENT][NEUTRAL] ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm trying to get eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII] with Saint Joseph Hospital.
[AGENT][NEUTRAL] OK, so, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 01972478.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Date of birth is [PII] [PII].
[AGENT][NEUTRAL] Got it. Thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] So this is a secondary insurance.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, that's all I need to know, thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.