AccountId: 011433970860
ContactId: 5445185d-71ea-4b51-8fe2-291a3265c2bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56540 ms
Total Talk Time (AGENT): 26170 ms
Total Talk Time (CUSTOMER): 29201 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/5445185d-71ea-4b51-8fe2-291a3265c2bf_20250611T15:52_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]. My name is [PII] and I'm calling for eligibility.
[AGENT][NEUTRAL] Right, [PII] Happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] I have 02463266.
[AGENT][NEUTRAL] Thank you. And patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII].
[CUSTOMER][POSITIVE] Thank you. The patient is active effectively.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] We are the member secondary insurance, so it covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Secondary insurance, so it covers deductibles, co-pay, coinsurance, or primary. Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Right