AccountId: 011433970860
ContactId: d20c7c07-b460-4f56-9b24-6b041c37c2ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75720 ms
Total Talk Time (AGENT): 39027 ms
Total Talk Time (CUSTOMER): 28795 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d20c7c07-b460-4f56-9b24-6b041c37c2ff_20250620T20:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from a provider's office to verify coverage eligibility, please.
[AGENT][NEUTRAL] All right. Yeah, happy to verify eligibility. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 025.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 788-02.
[AGENT][NEUTRAL] All right, thank you. And then if I can get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, it's [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance of the primary does not.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for this call?
[AGENT][NEUTRAL] Yeah, call references my name with today's date. My name again is [PII], that's [PII] and then my last initial is going to be [PII].
[CUSTOMER][POSITIVE] All right, thank you so much have a great weekend.
[AGENT][NEUTRAL] You too. Bye-bye.