AccountId: 011433970860
ContactId: 6321b9f0-559b-4954-ae9d-7e2c8c926f3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53659 ms
Total Talk Time (AGENT): 29338 ms
Total Talk Time (CUSTOMER): 14768 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/6321b9f0-559b-4954-ae9d-7e2c8c926f3f_20250512T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to verify eligibility for a patient.
[AGENT][POSITIVE] All right. I'm happy to check eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02519594.
[AGENT][NEUTRAL] All right, thank you for that. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. Patient is active. The effective date on here is [PII]. Uh, we are the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance of the primary does not.
[CUSTOMER][POSITIVE] OK perfect um OK thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.