AccountId: 011433970860
ContactId: ed7256c8-32a2-4ca1-b305-98058235ba96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65779 ms
Total Talk Time (AGENT): 37382 ms
Total Talk Time (CUSTOMER): 22218 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/ed7256c8-32a2-4ca1-b305-98058235ba96_20250522T12:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm [PII] calling from Millennium Physician Group. I just need to verify eligibility for one of our patients' plans.
[AGENT][NEUTRAL] OK. Happy to check on eligibility. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 02315560
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. Effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, could I get a reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. My name is [PII], that's [PII] Last initial is [PII] like [PII], then today's date.
[CUSTOMER][POSITIVE] Thank you sir I appreciate it have a nice day.
[AGENT][NEUTRAL] You too bye bye.