AccountId: 011433970860
ContactId: dd524f05-9ea1-4884-9906-fc5e6915dc06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112760 ms
Total Talk Time (AGENT): 45712 ms
Total Talk Time (CUSTOMER): 34378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/dd524f05-9ea1-4884-9906-fc5e6915dc06_20250522T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from um Haywood Pediatrics. I have a patient here and I just need to know if they're showing eligible for the insurance they have.
[AGENT][NEUTRAL] OK, I can help you with uh eligibility, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the um policy number?
[CUSTOMER][NEUTRAL] It is 01661549.
[AGENT][NEUTRAL] OK, one moment while I look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and birthday is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] I'm showing that this policy is active with an effective date of [PII]. This is a secondary gap policy, so in order to file a claim for this policy, major medical will need to approve the claim as well, and we'll need their explanation of benefits in the claim.
[CUSTOMER][POSITIVE] OK alrighty I will make note of that thank you.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] OK. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.