AccountId: 011433970860
ContactId: 4b6b318a-6978-4b6c-9bd7-0bece7ed65aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106470 ms
Total Talk Time (AGENT): 45582 ms
Total Talk Time (CUSTOMER): 37238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/4b6b318a-6978-4b6c-9bd7-0bece7ed65aa_20250203T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hi, my name is [PII]. I'm calling from Intermountain Healthcare of Navara checking on patient eligibility. How are you doing today?
[AGENT][POSITIVE] I'm good. Thank you so much, [PII]. I'm happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02565683.
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. Patient plan is active. The effective date is [PII]. We the secondary insurance, so this is going to cover deductible, co-pay, coinsurance. The primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Now, how about the primary insurance such as uh Medicare or?
[AGENT][NEUTRAL] We do not have that information. You would have to check with the uh insured.
[CUSTOMER][NEUTRAL] OK, thank you so much information. And yes, I'm done with this number. May I have the call reference number, please?
[AGENT][NEUTRAL] Call reference would be my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much, sir. That's all information needed. Have a great day. Take care. Bye-bye.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.