AccountId: 011433970860
ContactId: 4765044c-84d5-407b-9edf-97e4bda4d4fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158750 ms
Total Talk Time (AGENT): 77958 ms
Total Talk Time (CUSTOMER): 48834 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/2025/02/17/4765044c-84d5-407b-9edf-97e4bda4d4fe_20250217T19:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider so to verify patient eligible. Could you please help?
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Thank you.
[AGENT][NEUTRAL] Does she know what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Uh yes, it is uh 60801.
[AGENT][NEUTRAL] That is our payer ID number. Do you have a copy of the APL ID card?
[CUSTOMER][NEUTRAL] Uh, I don't have that. I do have the patient social. Could you please check with that?
[AGENT][POSITIVE] Bear with me just one moment and I'll be happy to check with that social.
[AGENT][POSITIVE] I'm ready for the social.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What is the patient's last name?
[CUSTOMER][NEUTRAL] It is a passant test.
[AGENT][NEUTRAL] OK. And first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] All right, thank you. And I can provide that policy ID number as well as her eligibility.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], the policy number is 186.
[AGENT][NEUTRAL] 1694.
[AGENT][NEUTRAL] The policy is, you're very welcome. The policy is active with the effective date of [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And this is her secondary policy to her primary insurance.
[CUSTOMER][POSITIVE] Thank you so much for that information. Could you please spell your name for me?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you for your information and that's all for the day.
[AGENT][POSITIVE] It's been my pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a wonderful day as well. Bye-bye.
[CUSTOMER][NEUTRAL] Yes, you do the same. Stay the same, bye.
[AGENT][POSITIVE] Thank you bye bye.