AccountId: 011433970860
ContactId: 00b4bbb2-9bd9-4a96-b513-66beb8b45642
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215350 ms
Total Talk Time (AGENT): 86843 ms
Total Talk Time (CUSTOMER): 106133 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/00b4bbb2-9bd9-4a96-b513-66beb8b45642_20250303T15:40_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good good I'm calling from Nicola Chi Hospital is to check on eligibility of one of your members.
[AGENT][NEUTRAL] OK, I can help you. Can I get your name?
[CUSTOMER][NEUTRAL] My name is [PII], last initial [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII], yes. Mhm.
[AGENT][NEUTRAL] OK. OK, thank you. And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] The policy number is 6100303302.
[AGENT][NEUTRAL] Mm, do you have a copy of the card? I don't believe that's our number.
[CUSTOMER][NEUTRAL] I'm sorry, hold on, hold on, it's [PII], yeah, I was looking at the main policy 0144.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I'm gonna repeat the entire number. So I have [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 3 of.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] Alright, so I will provide you with the effective date of the policy, and I show that to be [PII]. Um, I show this policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] So it's no longer active for the American public life.
[AGENT][NEUTRAL] No, the policy is not active and I don't show an active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, no problem.
[AGENT][NEUTRAL] Any other questions [PII]?
[CUSTOMER][POSITIVE] No, that's fine, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh, put it in a note.
[CUSTOMER][NEUTRAL] OK, thank you. uh, let me double check if I have a different number on the card because sometimes.
[CUSTOMER][NEUTRAL] 49 yeah.
[AGENT][NEUTRAL] Yeah, if she had any other active policies we would show it under even in looking at this policy number.
[CUSTOMER][NEUTRAL] Oh, it will show? OK, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I told you 01448990, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, that's the only one that we have. Thank you and what is your name again?
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] [PII], and you'll use my name and today's date as reference for today's call.
[CUSTOMER][POSITIVE] Thank you have a great day.
[AGENT][POSITIVE] And you're welcome and thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] I see no problem.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Do you know where, where do you?
[CUSTOMER][NEUTRAL] It's OT. I don't know. I have um I have no idea.
[CUSTOMER][NEUTRAL] What