AccountId: 011433970860
ContactId: 4768ca0d-74c0-451d-b2f4-3d1e76857eda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140339 ms
Total Talk Time (AGENT): 38743 ms
Total Talk Time (CUSTOMER): 63034 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/4768ca0d-74c0-451d-b2f4-3d1e76857eda_20250414T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] A callback number will be [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the patient uh policy number?
[CUSTOMER][NEUTRAL] Yes, bear with me one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It has 2 numbers here. Does it matter which one I give you?
[AGENT][NEUTRAL] Uh, there's a policy er number.
[AGENT][NEUTRAL] Is there 2 of them?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Either one works.
[CUSTOMER][NEUTRAL] OK, 019.
[CUSTOMER][NEUTRAL] 865.
[CUSTOMER][NEUTRAL] 95 Michael Larry 7.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Just
[AGENT][NEUTRAL] OK, and her date of birth?
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And we were wanting eligibility, is that correct?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, it looks like she's effective [PII] policy is active.
[CUSTOMER][NEUTRAL] And yet the primary career.
[AGENT][NEUTRAL] No, this is a secondary gap plan. So after primary pays, you pick up deductible, co-insurance or co-pay.
[CUSTOMER][NEUTRAL] OK. Secondary.
[CUSTOMER][POSITIVE] OK, not a problem, thank you so much you have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day too.
[CUSTOMER][NEUTRAL] OK, bye-bye.