AccountId: 011433970860
ContactId: 60c772c4-d83e-44b2-b01f-2bce90df0536
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94360 ms
Total Talk Time (AGENT): 42689 ms
Total Talk Time (CUSTOMER): 30399 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/60c772c4-d83e-44b2-b01f-2bce90df0536_20250128T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, hi [PII], this is [PII] calling from Intermountain Healthcare of Nevada. I would like to check up on a patient's eligibility status.
[AGENT][NEUTRAL] OK, [PII]. I'm happy to check on eligibility today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] That is 02565683.
[AGENT][POSITIVE] Thank you for that one moment.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Patient's name is uh.
[CUSTOMER][NEUTRAL] That is [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. The effective date is [PII]. We the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] OK. Thank you so much for that. And could you please spell your name for me?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] Thank you, [PII], and may I have the reference number?
[AGENT][NEUTRAL] Call references my name with my last initial today's date. The last initial my name is [PII].
[CUSTOMER][POSITIVE] Thank you for that, [PII], and yeah, thank you so much for assisting me today.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Yeah, have a good day. Bye-bye.
[AGENT][NEUTRAL] Bye bye.