AccountId: 011433970860
ContactId: 897b9bc2-b623-4b71-a011-214536b4303a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113660 ms
Total Talk Time (AGENT): 46289 ms
Total Talk Time (CUSTOMER): 43985 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/897b9bc2-b623-4b71-a011-214536b4303a_20250212T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling to verify a patient's insurance.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII] OK.
[AGENT][NEUTRAL] OK and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes it is hold on let me go back to the screen.
[CUSTOMER][NEUTRAL] 018
[CUSTOMER][NEUTRAL] 389.
[CUSTOMER][NEUTRAL] 77.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, uh, what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Of [PII]. OK, and um is there a copay or anything for like outpatient visits or co-insurance?
[AGENT][NEUTRAL] Um, let me check, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, this policy does not have a copay or deductible.
[CUSTOMER][POSITIVE] OK, thank you so very much that's all I need to know.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, I have a, yes ma'am, may I have a reference ID?
[AGENT][NEUTRAL] Oh yes, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK, so [PII] and then today's say [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah