AccountId: 011433970860
ContactId: 87aae294-4719-4c35-a5b9-f99765e03c6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111540 ms
Total Talk Time (AGENT): 41379 ms
Total Talk Time (CUSTOMER): 46430 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/87aae294-4719-4c35-a5b9-f99765e03c6b_20250212T16:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I was calling to um confirm eligibility for a patient. My name is [PII]
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you, [PII]. Can I have a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] And the policy number is.
[CUSTOMER][NEUTRAL] W
[CUSTOMER][NEUTRAL] Oh no, sorry, it's 01677928.
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] Um, Hometown Healthcare.
[AGENT][NEUTRAL] This policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] OK, are they listed as primary?
[AGENT][NEUTRAL] This is a gap insurance.
[CUSTOMER][NEUTRAL] Gap insurance, OK.
[CUSTOMER][NEUTRAL] OK OK.
[CUSTOMER][NEUTRAL] OK, um, do you have a reference number?
[AGENT][NEUTRAL] We don't provide those Sierra. However, you can use my name and today's date as a reference. It's [PII], and today's date is the reference.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much [PII]. I hope you have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling API. You have a great one as well bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks bye bye.