AccountId: 011433970860
ContactId: 8dcea0e5-0f9b-4c35-b11c-b71099b9623b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101400 ms
Total Talk Time (AGENT): 41030 ms
Total Talk Time (CUSTOMER): 28557 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/2025/06/03/8dcea0e5-0f9b-4c35-b11c-b71099b9623b_20250603T19:11_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] It is 01462911.
[AGENT][POSITIVE] Thank you. Give me just one moment.
[AGENT][NEUTRAL] And for documentation, can I please have your first name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is the patient's name and date?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you. So patient.
[AGENT][NEUTRAL] Effective date is [PII]. We're the members' secondary insurance, so this covers deductible, co-pays the primary does not.
[CUSTOMER][NEUTRAL] OK. And what is your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] And you said the effective date was uh [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, that's all I needed. Thank you.
[AGENT][POSITIVE] All right. Have a, have a good day. You're welcome.
[CUSTOMER][NEUTRAL] You too, bye.