AccountId: 011433970860
ContactId: ebf3c90e-a55e-484b-9cbf-f9cd97a33c35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111839 ms
Total Talk Time (AGENT): 46276 ms
Total Talk Time (CUSTOMER): 47931 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/2025/03/19/ebf3c90e-a55e-484b-9cbf-f9cd97a33c35_20250319T21:37_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 need to verify eligibility for a patient that came to the emergency room.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm happy to check on eligibility. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] 02578804
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] And then if I could get patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, um, patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that. So the patient is active. The effective date on this is [PII]. We are the members secondary insurance, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you have a reference number?
[AGENT][NEUTRAL] Yeah, absolutely. Uh reference number is my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initials [PII].
[CUSTOMER][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] That means this is reference number S A R A H T 03192025.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] Oh OK got it alright thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye now.
[AGENT][NEUTRAL] Bye bye.