AccountId: 011433970860
ContactId: 69ebdb4e-cdbe-48a9-80ae-4cae185d594d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58229 ms
Total Talk Time (AGENT): 29137 ms
Total Talk Time (CUSTOMER): 18834 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/69ebdb4e-cdbe-48a9-80ae-4cae185d594d_20250314T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Northwestern, calling to get eligibility for a patient.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02088979.
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] with Newski, [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And were the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a great day.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.