AccountId: 011433970860
ContactId: b4cdc1bb-d654-4e4c-b991-2604817e263e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69559 ms
Total Talk Time (AGENT): 37027 ms
Total Talk Time (CUSTOMER): 22217 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/2025/01/14/b4cdc1bb-d654-4e4c-b991-2604817e263e_20250114T17:03_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] with Lariate Psychiatric Clinic. I'm just needing to check eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII]. I'm happy to check um eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 01905651
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I could get the patient's first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So the patient's plan is active. The effective date on here is [PII]. This is a secondary insurance, so this is gonna cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.