AccountId: 011433970860
ContactId: 4d8959a8-8e0a-40de-b186-c33c8042a79c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81470 ms
Total Talk Time (AGENT): 36262 ms
Total Talk Time (CUSTOMER): 29302 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/4d8959a8-8e0a-40de-b186-c33c8042a79c_20250428T22:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling, um, I need eligibility for a patient, please.
[AGENT][NEUTRAL] All right. Happy to check eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02496519.
[CUSTOMER][NEUTRAL] I think that to do another number to get out.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect thank you and then I just need a reference number please.
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial than today's date. My name again is [PII], that's [PII] Last initial [PII].
[CUSTOMER][POSITIVE] Thank you. Have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye.