AccountId: 011433970860
ContactId: 9e16c8da-0c02-4049-ac64-8d7c048599cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96900 ms
Total Talk Time (AGENT): 46189 ms
Total Talk Time (CUSTOMER): 34603 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/9e16c8da-0c02-4049-ac64-8d7c048599cb_20250211T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, I'm trying to verify a patient's eligibility.
[AGENT][POSITIVE] All right. I'm happy to check on eligibility today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01611564 ML 8.
[AGENT][POSITIVE] All right. Thank you so much. And can I grab your first name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] So the patient name I have here is [PII]. Last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So the member plan is active. Effective date for that insured is [PII]. We are the secondary insurance, so this will cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And lastly, if I could just get a reference number.
[AGENT][NEUTRAL] Yeah, absolutely. It's my name with my last initial and then today's date. The last initial to my name is [PII], first name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] And then today, uh, and last name initial in today's date, correct?
[AGENT][POSITIVE] That's correct, [PII]
[CUSTOMER][POSITIVE] OK, and that's it for the, that, that's that that'll pretty pretty much it. I really appreciate all the help. Thank you very much.
[AGENT][POSITIVE] Yeah, no worries. Have a good one.
[CUSTOMER][POSITIVE] Thank you very much.