AccountId: 011433970860
ContactId: f848810e-2634-4b95-8787-a60f095d83ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 61110 ms
Total Talk Time (AGENT): 27982 ms
Total Talk Time (CUSTOMER): 22058 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/f848810e-2634-4b95-8787-a60f095d83ff_20250314T20:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check benefits on a patient that's coming in.
[AGENT][POSITIVE] All right, [PII], I'm happy to check benefits today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 0190788887
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date is [PII].
[AGENT][NEUTRAL] And we're the secondary insurance, so it does cover deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Oh, OK, so whatever is left over from the primary deductible you guys cover?
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][POSITIVE] Awesome alright thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.