AccountId: 011433970860
ContactId: 53879c69-7acc-4406-9ef2-147437b9eb37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120779 ms
Total Talk Time (AGENT): 49697 ms
Total Talk Time (CUSTOMER): 47312 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/53879c69-7acc-4406-9ef2-147437b9eb37_20250512T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, so my name is [PII]. I'm calling from a provider's office, and I'm just calling to find out eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility and you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], I'm so sorry. I was way off on that one.
[CUSTOMER][POSITIVE] No, you're good.
[AGENT][NEUTRAL] OK and what is your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII] and it's Georgia Primary Care Partners.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then may I also get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, the name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is.
[CUSTOMER][NEUTRAL] 02541646
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I do show that [PII] does have an active policy with us and the effective date of her policy is [PII].
[CUSTOMER][NEUTRAL] So is this a secondary insurance? I mean, um, it says not a major medical plan.
[AGENT][POSITIVE] Correct. That's right. It's secondary to the primary.
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] OK, alright, thank you. Is there a reference number to this call?
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. I hope you have a good week bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.