AccountId: 011433970860
ContactId: 84fc02e0-0b07-4340-ab65-dd9e26d130dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108900 ms
Total Talk Time (AGENT): 43723 ms
Total Talk Time (CUSTOMER): 55918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/84fc02e0-0b07-4340-ab65-dd9e26d130dc_20250502T13:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting HTL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII] as well. Um, I am needing to check eligibility for a patient.
[AGENT][NEUTRAL] I can help with eligibility. [PII]. What's the policy number, please?
[CUSTOMER][NEUTRAL] It is, so let me get back over there sorry um 02574857.
[AGENT][POSITIVE] I appreciate that. Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. I just need a contact number please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII] and that is direct.
[AGENT][NEUTRAL] Thank you, [PII], the policy went into effect on [PII]. It is active. Is there anything else I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] Um, do you guys cover office visits?
[AGENT][NEUTRAL] Uh, now, the policy, right, um, no, it doesn't. Treatment within the physician's office, yes, but not the office visit co-pay.
[CUSTOMER][NEUTRAL] Oftentimes I know.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, um, and then just a reference number, um, well, do you guys have a payer ID?
[AGENT][NEUTRAL] Yes, it's uh 60801.
[CUSTOMER][NEUTRAL] Perfect, he just didn't have his card with him um and then a reference number if you don't mind.
[AGENT][NEUTRAL] Yes, it's my name, it's [PII]. My first letter of my last name is [PII], and it's uh today's date, and that's our, uh, will be our reference.
[CUSTOMER][NEUTRAL] OK, and then one more que I just maybe I should verify the address that we have for you guys on our computer. Um, we have a [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK perfect all right lady have a good rest of your day.
[AGENT][POSITIVE] OK, well thanks for contacting API.