AccountId: 011433970860
ContactId: 46298e3a-1cfe-420a-8963-2ec1011ca678
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96400 ms
Total Talk Time (AGENT): 39691 ms
Total Talk Time (CUSTOMER): 41809 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/46298e3a-1cfe-420a-8963-2ec1011ca678_20250612T19:35_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII], and I am calling to verify patient's eligibility.
[AGENT][NEUTRAL] Hey, [PII], happy to check eligibility. What is their policy number? Do we have that?
[CUSTOMER][NEUTRAL] I do. It is 2556039.
[AGENT][NEUTRAL] All right, and then for documentation, can I get a good call back number please?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII] that's a direct line to our department.
[AGENT][NEUTRAL] Thank you. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII], that's [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date on here is [PII]. We are the member's secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Alright, and no author required for outpatient imaging?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and [PII], can I get that first initial to your last name and a call reference?
[AGENT][POSITIVE] Yeah, absolutely. Initial to my last name is [PII] and call reference is my name with today's date.
[CUSTOMER][POSITIVE] All right thank you so much sir you have a wonderful afternoon.
[AGENT][POSITIVE] You too. Take care.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] I