AccountId: 011433970860
ContactId: abb7cf00-b529-45e9-98fb-4232bf6fc26c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128029 ms
Total Talk Time (AGENT): 52364 ms
Total Talk Time (CUSTOMER): 41320 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/abb7cf00-b529-45e9-98fb-4232bf6fc26c_20250508T18:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from BJC. I'm calling to verify patient eligibility.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility, Mr. [PII], and you said you're coming from BJC?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02387153
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII], uh, date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] OK, so it is active since [PII] and you said you're secondary to their medical plan?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and would I send those claims to uh [PII]?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, all right, well thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] I know that's everything, thanks.
[AGENT][POSITIVE] Mm. You're welcome and thank you for calling APO. Have a good day. Good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Goodbye.