AccountId: 011433970860
ContactId: ec0f3dd5-4b67-4d66-9b5e-e9815ab3c054
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72239 ms
Total Talk Time (AGENT): 34316 ms
Total Talk Time (CUSTOMER): 25839 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/ec0f3dd5-4b67-4d66-9b5e-e9815ab3c054_20250506T12:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was just calling to check eligibility on the patient.
[AGENT][NEUTRAL] OK. Happy to check eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 02292664.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up here. And then can I grab your first name for documentation, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. And then if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um name is [PII] and that's spelled [PII]
[CUSTOMER][NEUTRAL] [PII] is the last name, [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Effective date is [PII]. We're the secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][POSITIVE] All right, I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye bye.