AccountId: 011433970860
ContactId: 91c3deb4-a4f7-4346-ae51-519b12a2297f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115879 ms
Total Talk Time (AGENT): 49572 ms
Total Talk Time (CUSTOMER): 48768 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/91c3deb4-a4f7-4346-ae51-519b12a2297f_20250625T14:53_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, this is coming to Healthcare calling. Uh, I was wondering if we can get some, uh, eligibility verification for a patient please.
[AGENT][NEUTRAL] Sure, yeah, I can check eligibility for you. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] I couldn't hear you honey what was that?
[AGENT][NEUTRAL] Oh sorry, what was your name please?
[CUSTOMER][NEUTRAL] Oh my name?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thanks [PII]. um, and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, let me get it here.
[CUSTOMER][NEUTRAL] It's uh 02635531.
[CUSTOMER][NEUTRAL] And this is for [PII].
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] OK, do you have his date of birth? Yes, please.
[CUSTOMER][NEUTRAL] I have his date of birth too.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active, uh, that effective date was [PII].
[CUSTOMER][NEUTRAL] OK, and does it show like a copay for an ER visit by any chance?
[AGENT][NEUTRAL] No, so this is a limited indemnity medical plan, so just pays a set dollar amount per covered procedure or office visit. Um, there's no co-pays or deductibles or anything like that.
[CUSTOMER][POSITIVE] OK alright perfect so I will just note that in my note here thank you so much.
[AGENT][POSITIVE] Yes ma'am, of course. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that is all.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.