AccountId: 011433970860
ContactId: c3a10500-69d0-4251-9822-1e9b3d1e86b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93779 ms
Total Talk Time (AGENT): 44547 ms
Total Talk Time (CUSTOMER): 35335 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/c3a10500-69d0-4251-9822-1e9b3d1e86b9_20250428T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] at Coa Health Center Authorizations. Um, verify the insurance is active for April. I do have them as having have primary.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, I'm happy to check eligibility, [PII]. What is their policy number?
[CUSTOMER][NEUTRAL] 764636
[AGENT][POSITIVE] All right, thank you so much. Let me just pull this up here and do you have a good callback number?
[CUSTOMER][NEUTRAL] Direct number is [PII].
[AGENT][POSITIVE] Thank you so much. Can I get patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], not sure if I pronounce it [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII]. So patient is active. Effective date on here is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, would it be a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initials, and today's date, my name again is [PII], that's spelled [PII] Last initial is gonna be [PII].
[CUSTOMER][POSITIVE] OK, thank you. Have a good day.
[AGENT][NEUTRAL] My, you too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.