AccountId: 011433970860
ContactId: ff516f3d-6971-4b74-a722-350c3fdbbc94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88080 ms
Total Talk Time (AGENT): 46842 ms
Total Talk Time (CUSTOMER): 33669 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/ff516f3d-6971-4b74-a722-350c3fdbbc94_20250107T21:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey I was calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK. I'm happy to check eligibility today. What's that patient's policy number?
[CUSTOMER][NEUTRAL] It is 02433266.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here one second.
[CUSTOMER][NEUTRAL] I can double check
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Thank you so much. So the patient's policy is active. The effective date is [PII]. This is the member's secondary policy, so this will cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, alright, and is that all the benefits?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK alright thank you so much. Can I get a name and a reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, and you said today's date was the ending, correct? OK, alright, thank you so much, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] Thank you too bye bye.
[AGENT][NEUTRAL] Bye bye.