AccountId: 011433970860
ContactId: 99d5adda-0cb3-4d95-a835-6d5a4e4ca5b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69440 ms
Total Talk Time (AGENT): 28412 ms
Total Talk Time (CUSTOMER): 36682 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/99d5adda-0cb3-4d95-a835-6d5a4e4ca5b4_20250430T13:09_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was just calling I calling to verify patient secondary insurance to see if it's still active.
[AGENT][NEUTRAL] I can help with the eligibility. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] This is [PII] calling from the Holy Cross Medical Group pulmonologist's office.
[AGENT][NEUTRAL] [PII], thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] It's 02574321 ML8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else at all that I can tell you about the secondary or gap insurance?
[CUSTOMER][NEUTRAL] No, I just need to know if it's still active. OK, thank you, [PII], that's all.
[AGENT][POSITIVE] It certainly is. Well, thanks for contacting APO. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye