AccountId: 011433970860
ContactId: 5e9a0046-01ea-4b5b-9134-c47ae078d145
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128779 ms
Total Talk Time (AGENT): 51928 ms
Total Talk Time (CUSTOMER): 60987 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/5e9a0046-01ea-4b5b-9134-c47ae078d145_20250207T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK. Your name is [PII]?
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] Yeah, OK. My name is [PII] calling from WakeMed Urgent care. I need um.
[CUSTOMER][NEUTRAL] Eligibility on a patient. What is your last name first initial care?
[AGENT][NEUTRAL] It's, it's [PII] and yes I can check eligibility for you uh I'm sorry you said your name was [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I I yes yes ma'am.
[AGENT][NEUTRAL] OK, got it. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Sure. That is policy number 02585575 M for Mary, L for Louis 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Just the same.
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this is a 2nd, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and can you give me a reference number on this call?
[AGENT][NEUTRAL] Yeah, it would just be my first name, last initial, and today's date. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, that's about it, that's about it. I need the effective day. I need the patients still active.
[AGENT][POSITIVE] Got you, yes.
[CUSTOMER][POSITIVE] That's about it thank you bye bye now.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APO I hope you have the rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.