AccountId: 011433970860
ContactId: edbb73b5-f406-4004-b715-e947cdb19e3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125319 ms
Total Talk Time (AGENT): 48540 ms
Total Talk Time (CUSTOMER): 48504 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/edbb73b5-f406-4004-b715-e947cdb19e3f_20250207T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, sir. I'm calling from Doctor [PII]'s office. I'm calling to see if a patient is still active with this insurance.
[AGENT][POSITIVE] All right. I'm happy to check on eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 0196.
[CUSTOMER][NEUTRAL] 0608, M as in Mary, L as in Larry, number 8.
[AGENT][POSITIVE] Alright, thank you so much and if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] differently.
[AGENT][NEUTRAL] What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Last name is [PII] First name is [PII], [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII]. We're the secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK sir and topic.
[CUSTOMER][NEUTRAL] OK, you guys cover deductible and copay?
[AGENT][NEUTRAL] Mhm and coinsurance, the primary does not.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][MIXED] OK, deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If the
[CUSTOMER][NEUTRAL] Primary insurance company doesn't, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can I have a reference number for the call today?
[AGENT][NEUTRAL] Absolutely. That's gonna be my name with my last initial in today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.