AccountId: 011433970860
ContactId: 54b1737a-06b6-4c1b-b55c-14c280186b9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76980 ms
Total Talk Time (AGENT): 34121 ms
Total Talk Time (CUSTOMER): 30385 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/54b1737a-06b6-4c1b-b55c-14c280186b9f_20250617T18:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to verify eligibility.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 022.
[CUSTOMER][NEUTRAL] 75.
[CUSTOMER][NEUTRAL] 889.
[CUSTOMER][NEUTRAL] MLS.
[CUSTOMER][NEUTRAL] CD
[AGENT][NEUTRAL] All right, let me pull that up and then for documentation, can I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] It's [PII] and call back number would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the uh patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, [PII] is active. Effective date on here is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye