AccountId: 011433970860
ContactId: 9e2e352b-e972-40c9-abc7-c7edbc5f4146
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112099 ms
Total Talk Time (AGENT): 46628 ms
Total Talk Time (CUSTOMER): 41113 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/9e2e352b-e972-40c9-abc7-c7edbc5f4146_20250404T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII] at State for urgent care. I'm calling on behalf of a patient to see if her insurance is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. Can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII], and the policy number on her parents' card is 0254.
[CUSTOMER][NEUTRAL] 1654.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is set for [PII].
[CUSTOMER][NEUTRAL] OK, and is there a copay with this insurance?
[AGENT][NEUTRAL] Uh, and
[AGENT][NEUTRAL] That's billed secondary to the primary.
[CUSTOMER][NEUTRAL] OK, got you, got you. Alright, can I get a call reference number?
[AGENT][POSITIVE] Yes, it, it helped it.
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you, Ms. Try. You have a great weekend, OK?
[AGENT][POSITIVE] You too thank you so much for calling APL. I hope you have a wonderful weekend also.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.