AccountId: 011433970860
ContactId: 5ab3e0cd-7294-490a-af45-e95424bdea84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117180 ms
Total Talk Time (AGENT): 50381 ms
Total Talk Time (CUSTOMER): 40522 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/5ab3e0cd-7294-490a-af45-e95424bdea84_20250319T14:12_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]. I'm with Sellness Philly Health in [PII], and I need to verify eligibility for a couple of patients, please.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Is 02154266.
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] And then, if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. So the patient is active. The effective date is [PII]. We the member's secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Cool. OK, great. Thank you for that.
[AGENT][POSITIVE] Yeah, no problem. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] Yeah, can I check on the 2nd patient?
[AGENT][POSITIVE] Yeah, absolutely. What's that policy number when you're ready?
[CUSTOMER][NEUTRAL] is 01.
[CUSTOMER][NEUTRAL] 8,463,900.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And then [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date on this plan is [PII]. This is also a secondary policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right cool thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.