AccountId: 011433970860
ContactId: a505d785-de2f-41b6-93fa-b71407e57eac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85389 ms
Total Talk Time (AGENT): 44408 ms
Total Talk Time (CUSTOMER): 23370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a505d785-de2f-41b6-93fa-b71407e57eac_20250407T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Prima Health, and I want to verify patients benefit eligibility.
[AGENT][POSITIVE] All right. I'm happy to check on benefits and eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02292664.
[AGENT][NEUTRAL] All right, thank you for that. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII]. No extension.
[AGENT][NEUTRAL] Thank you. And then can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So the patient is active. The effective date is [PII].
[AGENT][NEUTRAL] We are the members' secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, just need your name and call reference number.
[AGENT][NEUTRAL] Uh, the call reference is my name with my last initial than today's date. My name is [PII], which is [PII], last [PII] [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.