AccountId: 011433970860
ContactId: 4d15d152-ee00-4ff1-9529-9cb180e1beeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75099 ms
Total Talk Time (AGENT): 39066 ms
Total Talk Time (CUSTOMER): 26709 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/4d15d152-ee00-4ff1-9529-9cb180e1beeb_20250515T12:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Orthopedic Medical Group of Tampa Bay.
[CUSTOMER][POSITIVE] Um, I'm just trying to get eligibility and benefits for a mutual patient.
[AGENT][POSITIVE] Right, I'm happy to check on eligibility and benefits today. Uh, can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah it is.
[CUSTOMER][NEUTRAL] 247-9243.
[AGENT][NEUTRAL] All right, thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], um, date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary may not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, what is the reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial is [PII], then today's date.
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.