AccountId: 011433970860
ContactId: aa16ef66-4a47-40d3-9022-6b7b8e7d2bec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68470 ms
Total Talk Time (AGENT): 32729 ms
Total Talk Time (CUSTOMER): 21171 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/aa16ef66-4a47-40d3-9022-6b7b8e7d2bec_20250121T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 018978883.
[AGENT][POSITIVE] Thank you. And if I could get your first name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII] last initial S [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. Effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance, the primary doesn't.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.