AccountId: 011433970860
ContactId: f9136177-623c-4174-8324-40e591cb25c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76720 ms
Total Talk Time (AGENT): 42989 ms
Total Talk Time (CUSTOMER): 21211 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/f9136177-623c-4174-8324-40e591cb25c2_20250307T19:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling to verify patients eligibility.
[AGENT][NEUTRAL] All right. I'm happy to check on eligibility today, [PII]. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 639-08 ML 7
[AGENT][NEUTRAL] All right, thank you for that. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. So it looks like patient plan is active. The effective date on this is [PII]. We are the members secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][POSITIVE] OK, perfect, thank you so much and can I have the reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initial and then today's date. My name again is [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one, [PII].
[CUSTOMER][POSITIVE] Thank you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.