AccountId: 011433970860
ContactId: 9ccdd507-8deb-4b47-a2dd-3ff76615620b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66400 ms
Total Talk Time (AGENT): 29911 ms
Total Talk Time (CUSTOMER): 24554 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/9ccdd507-8deb-4b47-a2dd-3ff76615620b_20250103T18:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from HM4 Surgical Services. I'm just reaching out to verify a patient's insurance eligibility.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check eligibility. What is their policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 02432987
[AGENT][NEUTRAL] Alright, thank you for that. And then what is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you so much. So, patient is active. The effective date is [PII]. We're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK all right well thank you very much I really appreciate it.
[AGENT][POSITIVE] My pleasure. You have a great day.
[CUSTOMER][NEUTRAL] OK, you too ma'am.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.