AccountId: 011433970860
ContactId: ce9eeb69-9111-47f6-8549-0c7ca85a8a5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138039 ms
Total Talk Time (AGENT): 56516 ms
Total Talk Time (CUSTOMER): 49049 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/ce9eeb69-9111-47f6-8549-0c7ca85a8a5f_20250115T17:24_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. The initial for my last name is [PII]. I'm with Radilogy Regional Center PA, and I'm calling to verify eligibility for a member.
[AGENT][POSITIVE] Well, [PII], it would be a pleasure to assist you with that eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 02300708 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], which is spelled [PII] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. I can help you with eligibility for [PII]. I am showing this policy is active with the effective date of [PII], and this is a secondary policy to his major medical coverage. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK, and are you showing the primary insurance on file?
[CUSTOMER][NEUTRAL] Uh, United Healthcare.
[AGENT][NEUTRAL] I can verify that for you.
[CUSTOMER][NEUTRAL] Neighborhood health plan.
[AGENT][NEUTRAL] UHC yes ma'am, that's what we have on file.
[CUSTOMER][POSITIVE] OK, thank you very much for your help today. Can I have the initial for your last name and a reference number for the call?
[AGENT][POSITIVE] Reference number would be my name in today's date, and I spell my name [PII], first initial last name [PII]. And it was a pleasure to assist you with that eligibility today. Thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] You as well thank you very much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.