AccountId: 011433970860
ContactId: c31e8ddc-f16b-47aa-9b32-515be2e3eefe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173429 ms
Total Talk Time (AGENT): 49930 ms
Total Talk Time (CUSTOMER): 89074 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/c31e8ddc-f16b-47aa-9b32-515be2e3eefe_20250625T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. May I help you?
[CUSTOMER][NEUTRAL] Oh hi, my name is [PII] and I'm calling from product office and I need to check patient delivery.
[AGENT][NEUTRAL] OK, and I'm sorry, you said you need to check eligibility?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 02609956.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] So the callback number I have is [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Patient name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII] and she is active under the policy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK. 15. So you can the policy, you can pay, right?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] As patient also activate another policy, right?
[AGENT][POSITIVE] Correct, the policy is active.
[CUSTOMER][NEUTRAL] OK. So, uh, could you please check, uh,
[CUSTOMER][NEUTRAL] Uh hello?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello. Yeah, could you be able to check, uh, you can repair or primary care, the pay, the patient has other insurance.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] I'm sorry, you want to know what again?
[CUSTOMER][NEUTRAL] I said patient also has active with other insurance. So I need to know you can care or primary career for the patient.
[AGENT][NEUTRAL] This is secondary policy only.
[CUSTOMER][NEUTRAL] OK, so you are a secondary payer, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you. And uh do you have an intermission date?
[AGENT][NEUTRAL] No, the policy is showing as active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, please spell your name.
[AGENT][NEUTRAL] [PII] last [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. Call reference number?
[AGENT][NEUTRAL] Uh, you may use my name in today's date if you like.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you. Have a good day.
[AGENT][POSITIVE] You too. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Oh