AccountId: 011433970860
ContactId: d100cf5f-ced6-44a1-932c-cf27546ec0f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73830 ms
Total Talk Time (AGENT): 37330 ms
Total Talk Time (CUSTOMER): 22188 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d100cf5f-ced6-44a1-932c-cf27546ec0f3_20250516T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes sir, I'm trying to get eligibility on an individual.
[AGENT][NEUTRAL] Right, I'm happy to check on eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It's 02584203.
[AGENT][NEUTRAL] All right, let me just pull this up here and for documentation, can I grab your first name, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Thank you, [PII]. One moment.
[AGENT][NEUTRAL] And patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's uh [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] OK, that's all I needed thank you.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.