AccountId: 011433970860
ContactId: 7c421718-9282-4a55-8bce-ea7ef07d7fd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76959 ms
Total Talk Time (AGENT): 40157 ms
Total Talk Time (CUSTOMER): 17870 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/7c421718-9282-4a55-8bce-ea7ef07d7fd7_20250408T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII] with Mercy Clinic, and I'm needing to verify eligibility on a patient, please.
[AGENT][NEUTRAL] OK, [PII], I'm happy to verify your eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] 02444723
[AGENT][NEUTRAL] Alright, let me pull that up here one moment.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We're the member's secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] And is there possibly a uh reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. My name again is [PII]. My last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much sir you have a blessed day.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.