AccountId: 011433970860
ContactId: e9ccab73-7af6-4ce5-ad00-d5aad3b86c63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59439 ms
Total Talk Time (AGENT): 31610 ms
Total Talk Time (CUSTOMER): 19912 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/e9ccab73-7af6-4ce5-ad00-d5aad3b86c63_20250114T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to verify eligibility.
[AGENT][NEUTRAL] OK, happy to verify eligibility today. What's the patient's uh policy number, please?
[CUSTOMER][NEUTRAL] 02449716 ML 8
[AGENT][POSITIVE] Alright, thank you so much let me just pull this up.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] Thank you. And date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Alright, thank you so much. So patient is active. The effective date on this is [PII]. We are the secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] OK perfect no that's it thank you so much.
[AGENT][POSITIVE] Alright, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.