AccountId: 011433970860
ContactId: d443d0c6-5aae-4699-896c-8e2d4bb094c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170149 ms
Total Talk Time (AGENT): 63708 ms
Total Talk Time (CUSTOMER): 56885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/d443d0c6-5aae-4699-896c-8e2d4bb094c2_20250113T13:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to verify eligibility for a patient that I have in office.
[AGENT][NEUTRAL] OK, I can help you with eligibility and may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] Oh, you broke up. Say that one more time.
[AGENT][NEUTRAL] May I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] Um, [PII] from Holy Cross vertical Group.
[AGENT][NEUTRAL] Thank you. And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 023193.
[CUSTOMER][NEUTRAL] 19 M like Mary L Lima 8.
[AGENT][NEUTRAL] Thank you, and that was 02319319 ML 8?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I show this coverage is a meddling plan, so it's secondary. I show it was effective [PII]. It turned [PII]. So let me check to make sure there's not any other coverages.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um 2.
[AGENT][NEUTRAL] I actually show she does have a current coverage. Let me give you that policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is 02475985 and I do show this coverage is currently active, effective [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] OK, I think that's all I needed.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] 00, hold on a second, um, is there a reference number that I could put down?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It'll be just my name and that's [PII] and that's spelled [PII]
[CUSTOMER][POSITIVE] Perfect. OK, now we, we could, we could have a good rest of your day.
[AGENT][POSITIVE] Uh, you too, thank you for calling APL bye.
[CUSTOMER][POSITIVE] Thank you bye bye.