AccountId: 011433970860
ContactId: 8e60ac3b-4c12-49ea-9d62-41dcac1ff8ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68139 ms
Total Talk Time (AGENT): 22054 ms
Total Talk Time (CUSTOMER): 30587 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/8e60ac3b-4c12-49ea-9d62-41dcac1ff8ca_20250611T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just trying to verify a patient's secondary insurance to make sure it's still active and then um good standing.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] It's going to be 1179071.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Oh, it looks like I've got this policy active and effective [PII].
[CUSTOMER][NEUTRAL] [PII] and that does cover their Medicare 20% co-pay correct?
[AGENT][NEUTRAL] Uh, yes, it's a secondary policy that will pick up what's left over from the primary.
[CUSTOMER][POSITIVE] Awesome thank you so much. I just needed to verify that information you have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.