AccountId: 011433970860
ContactId: dbd62315-dfe6-432a-97f6-9861c157258a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96559 ms
Total Talk Time (AGENT): 45710 ms
Total Talk Time (CUSTOMER): 24333 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/dbd62315-dfe6-432a-97f6-9861c157258a_20250421T22:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to confirm if the patient's plan is active.
[AGENT][POSITIVE] All right. I'm happy to check on eligibility today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] 01941542
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And then can I get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII] [PII].
[AGENT][NEUTRAL] All right, thank you so much. So the patient is active, effective date on this [PII]. Uh, we are the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK perfect and then is there a reference number for the call?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial, then today's date. My name again is [PII], that's [PII] and then my last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.