AccountId: 011433970860
ContactId: 8a9d4141-d0f3-4401-ac9c-2413d3364c61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85480 ms
Total Talk Time (AGENT): 40181 ms
Total Talk Time (CUSTOMER): 28330 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/8a9d4141-d0f3-4401-ac9c-2413d3364c61_20250515T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from Riverside Women's Care calling to get the eligibility for a patient.
[AGENT][POSITIVE] OK, I'm happy to check on eligibility for you. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm it is 02277926.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Last name is spelled [PII] First name is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and do you have a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial in today's date. My name is [PII], that's [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you said today's date.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, alright, thank you so much [PII] for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.