AccountId: 011433970860
ContactId: baf80eff-87a5-431a-a3bf-700689f17b58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116819 ms
Total Talk Time (AGENT): 65009 ms
Total Talk Time (CUSTOMER): 41821 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/baf80eff-87a5-431a-a3bf-700689f17b58_20250221T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm trying to check um eligibility on a patient please.
[AGENT][POSITIVE] My, it would be my pleasure to assist you with eligibility. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Policy number is 02029845M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] His name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can certainly help you with that eligibility and benefits for [PII]. I'm showing his policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders' major medical. And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Um, specialist office visit.
[AGENT][NEUTRAL] OK, so for the office visit copay, the visit is not covered. He does have benefits for any procedures or treatments in office, but not for the visit.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] OK, sounds perfect. Um, [PII], may I please have a call um reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial last name [PII].
[CUSTOMER][POSITIVE] OK, perfect. All right. Thank you. Have a good day. Bye-bye.
[AGENT][POSITIVE] And thank you [PII] for calling APL. Hope you have a great day and a happy weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.