AccountId: 011433970860
ContactId: 5b338669-ec78-45bd-aa11-1455ec9870a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125930 ms
Total Talk Time (AGENT): 49151 ms
Total Talk Time (CUSTOMER): 39252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/5b338669-ec78-45bd-aa11-1455ec9870a9_20250425T16:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Novacure. I was just calling to verify patient eligibility.
[AGENT][POSITIVE] All right. I'm happy to check on eligibility. What's their policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, just 2 numbers.
[AGENT][NEUTRAL] Should be like a certificate number.
[CUSTOMER][NEUTRAL] OK, yeah, so this one is also OK, outpatient um 01659617 M as in Mary L.
[CUSTOMER][NEUTRAL] And then for 8
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are you looking for dental coverage or medical coverage?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, so patient does have an active plan. Uh, the effective date on here is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, and does the patient have a deductible?
[AGENT][NEGATIVE] Uh, no, no deductible with this plan.
[CUSTOMER][NEUTRAL] So it doesn't but no coinsurance.
[CUSTOMER][NEUTRAL] Cover it.
[CUSTOMER][NEUTRAL] And can I just get a call reference number?
[AGENT][NEUTRAL] Call references my name with my last initials and today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you.