AccountId: 011433970860
ContactId: f4097e1c-cc02-4226-9e19-cd09851ec530
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77519 ms
Total Talk Time (AGENT): 43928 ms
Total Talk Time (CUSTOMER): 22709 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/f4097e1c-cc02-4226-9e19-cd09851ec530_20250519T12:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing well. I was calling um to check the patient's eligibility.
[AGENT][POSITIVE] Alright. Happy to check on eligibility. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yes it's 02610253.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I grab your first name?
[CUSTOMER][NEUTRAL] Yes it's [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] Thank you. So patient is active. Uh, effective date is [PII]. We are the members secondary insurance, so this will cover deductible, co-pay, co-insurance. The primary does not.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, got you, and can I get a reference number?
[AGENT][NEUTRAL] Yeah, absolutely. Call references my name with my last initial and then today's date. My name is [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Alright thank you sir.
[AGENT][POSITIVE] You're welcome have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.