AccountId: 011433970860
ContactId: 7e835822-cd18-490f-8196-a1ce1b5db4ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60000 ms
Total Talk Time (AGENT): 31042 ms
Total Talk Time (CUSTOMER): 20079 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/7e835822-cd18-490f-8196-a1ce1b5db4ab_20250612T13:20_UTC.wav
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[AGENT][NEUTRAL] ATL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from AMed. I was trying to verify eligibility for a patient.
[AGENT][NEUTRAL] Alright, [PII], happy to verify eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] 02137738
[AGENT][NEUTRAL] All right, thank you. Let me pull this up and then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII], and we're the members' secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.