AccountId: 011433970860
ContactId: 9e697dd2-f95c-43e2-a034-77adab3bc1dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85489 ms
Total Talk Time (AGENT): 39489 ms
Total Talk Time (CUSTOMER): 32541 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/9e697dd2-f95c-43e2-a034-77adab3bc1dc_20250122T19:53_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling ATL this is.
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing good thank you I am just calling um to um.
[CUSTOMER][NEUTRAL] Verify eligibility.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes I do. It's gonna be 02506.
[CUSTOMER][NEUTRAL] 060.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here one moment.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date on here is [PII]. Uh, we are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Anything else I can check on for you?
[CUSTOMER][NEUTRAL] Nope, that would be all.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good one.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] OK.