AccountId: 011433970860
ContactId: d1e94d3d-b26c-48ac-a957-a444cf1c5fc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148470 ms
Total Talk Time (AGENT): 56586 ms
Total Talk Time (CUSTOMER): 70660 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/d1e94d3d-b26c-48ac-a957-a444cf1c5fc6_20250116T22:18_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Doctor's office. I want to get um eligibility and benefits for one of our patients.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the policy number for the patient?
[CUSTOMER][NEUTRAL] I do have 02505991.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name of the patient is [PII] Last name is [PII], so sorry, [PII] Date of birth is [PII].
[AGENT][POSITIVE] All right, thank you, [PII]. It would be a pleasure to assist you with eligibility and benefits for [PII]. I'm showing that her policy is active. Effective date is.
[AGENT][NEUTRAL] 712024. This is a secondary policy to your major medical coverage. And what type of benefits are you needing?
[CUSTOMER][NEUTRAL] Um, no, ma'am, I just want to make sure that the patient is active, um, because she does have a primary insurance, um, so for her secondary insurance, she is, um, active, correct, right, on the, uh, [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Since [PII] and and it's through current right? There's no like term termination date.
[AGENT][NEUTRAL] That is correct. It is current and the future termination date on file.
[CUSTOMER][NEUTRAL] OK, no problem, miss, um, can I just have your name again? You said your name is [PII], right?
[AGENT][NEUTRAL] That's right. [PII].
[CUSTOMER][NEUTRAL] And can I get a good reference number?
[AGENT][NEUTRAL] Reference number would be my name in today's date.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thanks. OK, no problem. Thank you so much for your help, miss.
[AGENT][POSITIVE] It's my pleasure to assist you, [PII]. Thank you for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you so much thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.