AccountId: 011433970860
ContactId: 637afb3b-20a1-44d4-996f-55afd7a35e9b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85160 ms
Total Talk Time (AGENT): 36370 ms
Total Talk Time (CUSTOMER): 38310 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/637afb3b-20a1-44d4-996f-55afd7a35e9b_20250616T12:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm my name is [PII]. I'm calling from Reyes Radilogy calling for um eligibility on a member.
[AGENT][NEUTRAL] Alright, [PII], I'm happy to check eligibility. Do we have their policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02422320 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date on here is [PII].
[AGENT][NEUTRAL] And we're the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And I'm sorry, your name again?
[AGENT][NEUTRAL] My name is [PII], yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, is there a reference number I could get for today?
[AGENT][NEUTRAL] Uh, call references my name with today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.