AccountId: 011433970860
ContactId: cb9717e0-536e-4007-8c2f-ececc82267da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90559 ms
Total Talk Time (AGENT): 44431 ms
Total Talk Time (CUSTOMER): 28369 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/cb9717e0-536e-4007-8c2f-ececc82267da_20250211T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. My name is [PII]. I'm calling to see if you can verify a patient's eligibility for me.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on eligibility. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, so the number I have here 1418986ML8.
[AGENT][NEUTRAL] Alright. Thank you, [PII]. Let me pull this up here.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] All right, thank you so much. So patients plan is active. The effective date is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK. Lastly, if I can just get a reference number.
[AGENT][NEUTRAL] Yeah, absolutely. That's gonna be my name with my last initial and then today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] And today's date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, [PII], I really appreciate all the information. Thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you very much, bye.