AccountId: 011433970860
ContactId: 6639f68e-fbc1-4bad-af07-ac27c1a10001
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54479 ms
Total Talk Time (AGENT): 28541 ms
Total Talk Time (CUSTOMER): 16927 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/6639f68e-fbc1-4bad-af07-ac27c1a10001_20250114T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanted to confirm the eligibility of a patient.
[AGENT][POSITIVE] OK, I'm happy to check eligibility. What's your policy number?
[CUSTOMER][NEUTRAL] 228-654.
[CUSTOMER][NEUTRAL] 5 ML 8.
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up here.
[AGENT][NEUTRAL] You don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much. So, patient is active. Effective date is [PII]. This is their secondary insurance, so it covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're welcome. Have