AccountId: 011433970860
ContactId: da44709d-c67b-4a61-8ab0-65f6856be146
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68169 ms
Total Talk Time (AGENT): 33809 ms
Total Talk Time (CUSTOMER): 22570 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/da44709d-c67b-4a61-8ab0-65f6856be146_20250414T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey sir, my name is [PII]. I'm just calling to uh verify eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I'm happy to verify your eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] It is 025867557.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And then can I get the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[AGENT][NEUTRAL] All right, so [PII] is active and the effective date on here is gonna be [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, co-insurance that the primary does not.
[CUSTOMER][POSITIVE] OK, awesome that's actually all I needed thanks so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.