AccountId: 011433970860
ContactId: b92c398c-94c3-49fb-8eb0-4697d10442c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89029 ms
Total Talk Time (AGENT): 46181 ms
Total Talk Time (CUSTOMER): 36625 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/b92c398c-94c3-49fb-8eb0-4697d10442c2_20250115T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to check eligibility on a patient please.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm [PII].
[AGENT][NEUTRAL] Thank you. Did you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it's um 024-91003.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] For [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active effective date was [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, can you tell is there another insurance as primary or can you not see that?
[AGENT][NEUTRAL] I'm not able to see that this is a limited indemnity medical plan, so it is designed of course you just pay a set dollar amount per covered procedure and all visit. I don't know if they have any other coverage besides this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that's all I needed thank you.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.