AccountId: 011433970860
ContactId: 8b9ca3b0-b88c-49f7-b3af-cd1a73ffbde2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81339 ms
Total Talk Time (AGENT): 45333 ms
Total Talk Time (CUSTOMER): 28458 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/8b9ca3b0-b88c-49f7-b3af-cd1a73ffbde2_20250311T14:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Mercy Health, and I'm trying to check the patient's eligibility.
[AGENT][NEUTRAL] Sure, I could take eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02350210.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Perfect. Thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much, [PII]. Have a good day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got this show an APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye.