AccountId: 011433970860
ContactId: 67c63530-362c-46ff-910f-bf4905c6f570
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100940 ms
Total Talk Time (AGENT): 47418 ms
Total Talk Time (CUSTOMER): 37357 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/67c63530-362c-46ff-910f-bf4905c6f570_20250127T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good, good afternoon. I'm calling to check on a patient's eligibility.
[AGENT][POSITIVE] All right. I'm happy to check eligibility today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01605731.
[AGENT][POSITIVE] Thank you so much. And then what is your first name and a good callback number, please?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So the patient's plan is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh-huh. Did you get that?
[CUSTOMER][NEUTRAL] It's oh yes, sorry, it just cut off a little bit, but yeah, OK, thank you. Is there a reference for the call?
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. It's my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial, my name is [PII].
[CUSTOMER][POSITIVE] OK, I see, perfect. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][NEUTRAL] Bye bye.