AccountId: 011433970860
ContactId: 66435992-c3bb-4a98-bebf-e20e92ac71f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126080 ms
Total Talk Time (AGENT): 53100 ms
Total Talk Time (CUSTOMER): 43949 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/66435992-c3bb-4a98-bebf-e20e92ac71f0_20250317T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] Yeah, I'm happy to check on eligibility today, [PII]. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 01869612.
[AGENT][POSITIVE] All right, thank you for that. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then if I can have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, it is uh [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII]. We're the member secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][POSITIVE] OK. I'm sorry to have one more patient. Could you please help?
[AGENT][POSITIVE] Yeah, absolutely. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 025853552
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Pa, the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So this patient is active. The effective date is [PII].
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name for me?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][POSITIVE] Thank you for your help and have a great day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.