AccountId: 011433970860
ContactId: 54bf27f9-b09c-4de2-82c9-c39e534e290a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91580 ms
Total Talk Time (AGENT): 29903 ms
Total Talk Time (CUSTOMER): 45941 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/54bf27f9-b09c-4de2-82c9-c39e534e290a_20250623T16:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. I just need to verify patient eligibility, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Do you have a good callback number and can I get your name?
[CUSTOMER][NEUTRAL] Sure, callback number is [PII], no extension, and my name is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do. It is going to be 02509981.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I I sure this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, to current, and I'm assuming this is a like a secondary type plan?
[AGENT][NEUTRAL] Yes, it's a secondary gap. It'll pick up after primary processes the claim.
[CUSTOMER][NEUTRAL] OK, fantastic. And lastly, let me just verify the um billing address. I have a [PII] box of [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry what is [PII]. Yes, that's what I have. Perfect. OK, um, if I could just get a reference number, we are good to go.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] OK, sounds like a plan thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.