AccountId: 011433970860
ContactId: c9fb471b-8a86-4d49-8f5c-222a0c3e1bdd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145100 ms
Total Talk Time (AGENT): 47979 ms
Total Talk Time (CUSTOMER): 76235 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/c9fb471b-8a86-4d49-8f5c-222a0c3e1bdd_20250210T21:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling because I'm trying to verify an insurance for a patient.
[AGENT][NEUTRAL] OK. I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Let me get it for you right.
[CUSTOMER][NEUTRAL] OK. It's gonna be 016.
[CUSTOMER][NEUTRAL] 263-72 ML 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient's name is [PII]
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] OK, I've shown an effective date of [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does, is there um a co-pay or co-insurance?
[AGENT][NEUTRAL] No. Uh, this type of policy she has with us is a secondary supplemental plan. It is used to help with the primary.
[CUSTOMER][POSITIVE] OK, so it takes care.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] But it, it shows active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, and is there anything else on the account or um like any other um.
[CUSTOMER][NEUTRAL] Um, information about like the specific eligibility or just that it's active and then you said [PII].
[AGENT][NEUTRAL] It's just showing as active.
[CUSTOMER][POSITIVE] OK, OK, no problem.
[CUSTOMER][NEUTRAL] And your name was?
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And do you have a reference number?
[AGENT][NEUTRAL] Uh, no, ma'am. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] OK, perfect. That will be all then.
[AGENT][POSITIVE] OK, uh thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye.