AccountId: 011433970860
ContactId: 902e0621-7dbd-42e1-b076-46fb5f5a2ef6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95000 ms
Total Talk Time (AGENT): 47659 ms
Total Talk Time (CUSTOMER): 23820 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/902e0621-7dbd-42e1-b076-46fb5f5a2ef6_20250226T18:19_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 eligibility for a patient.
[AGENT][NEUTRAL] OK. Happy to check eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 01802783.
[AGENT][POSITIVE] Alright thank you pull this up.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] Yes, it's [PII], [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Patient name and date of birth please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan is active. The effective date is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] OK, and what was that effective date again? I'm sorry.
[AGENT][NEUTRAL] That's OK. It's [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Um, is there a call reference number?
[AGENT][NEUTRAL] Absolutely. That would be my name with my last initial and then today's date. My name again is [PII], which is [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome [PII] have a good one.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] OK.