AccountId: 011433970860
ContactId: ce68f5fe-5c60-4ac5-975d-e639a726c99a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82699 ms
Total Talk Time (AGENT): 39248 ms
Total Talk Time (CUSTOMER): 26351 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/ce68f5fe-5c60-4ac5-975d-e639a726c99a_20250131T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This [PII]. I'm calling from the provider's office in regards to a patient's eligibility status.
[AGENT][POSITIVE] Alright, I'm happy to check on eligibility today. What's the policy number?
[CUSTOMER][NEUTRAL] It is 01972973.
[AGENT][POSITIVE] Thank you so much. Let me pull that up here. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. So the patient plan is active. The effective date is [PII]. We're the secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, is there any reference number to our call?
[AGENT][NEUTRAL] Call reference is my name with my last initial and today's date. My name is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you, [PII] then that's all I needed. So that's it. Bye-bye.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.