AccountId: 011433970860
ContactId: 5d22f703-2142-4c35-9d5a-4f845c01a370
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70379 ms
Total Talk Time (AGENT): 31501 ms
Total Talk Time (CUSTOMER): 26261 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/5d22f703-2142-4c35-9d5a-4f845c01a370_20250507T12:54_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 calling from Elia Health, and I'm just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Alright, [PII], happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] 02519539
[AGENT][NEUTRAL] Thank you. And then let me get patient's name and date of birth.
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active, [PII], effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, and there's no co-pay or co-insurance for this plan, right?
[AGENT][POSITIVE] Right, because it's secondary, correct.
[CUSTOMER][POSITIVE] Perfect awesome thank you so much sir have a good day.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye