AccountId: 011433970860
ContactId: 026b643b-d2d5-45b4-8af2-6314a0a2f48c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262850 ms
Total Talk Time (AGENT): 77959 ms
Total Talk Time (CUSTOMER): 145447 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/026b643b-d2d5-45b4-8af2-6314a0a2f48c_20241231T14:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling because I have a patient that said that he just paid for his um American Pub Life, um, but it won't take effect until the [PII]. So I just wanna see if, to make sure that's correct.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It's gonna be 02258745 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII] Date of birth [PII].
[AGENT][NEUTRAL] And he said it won't be active until [PII]?
[CUSTOMER][NEUTRAL] I don't know. That's what he said, so I just wanna, you know, some of those patients.
[CUSTOMER][NEUTRAL] Say something and it's not, you know, so I just wanna make sure he said that he paid for the, for his, for he paid for it, but I don't, um, he's coming in on the [PII] um to have surgery. So I just wanna see if, if he does have it, um, or if it is active and I can go ahead and just put what he has available.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So, what I'm seeing in our system, [PII], is that his policy.
[AGENT][NEUTRAL] Um, looks like it's gonna turn on [PII] if he has.
[AGENT][NEUTRAL] Um, submitted for Cobra payment. I don't have that information yet.
[AGENT][NEUTRAL] And it is possible. It's just we don't have it in our system yet.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Got you. OK, alright, perfect. Alright, so hold on, let me put your information.
[CUSTOMER][NEUTRAL] OK here again [PII].
[AGENT][NEUTRAL] It doesn't mean that he won't have it. It just means that we don't have the information yet.
[CUSTOMER][NEUTRAL] Right, that
[CUSTOMER][NEUTRAL] Yeah, you don't have it yet yeah OK uh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The term.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] We'll have to call and
[CUSTOMER][NEUTRAL] Recheck, re-verify.
[CUSTOMER][NEUTRAL] [PII]. Because you guys are closed on the [PII], correct?
[AGENT][NEGATIVE] Tomorrow, yeah. I can't believe that's tomorrow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know, I, I, I don't know where December went. I, I honestly don't know.
[AGENT][NEGATIVE] I don't either. In fact, this whole fall just kinda flew.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEGATIVE] It did, but like the days are flying and like it doesn't matter what month. It just feels like it's just flying. Like you don't have enough time in the day like where to go.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's right. Exactly.
[CUSTOMER][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] So we just sit here as my, as my grandmother used to say, fly by the seat of our pants. I don't know what that meant, but that's what she would say.
[CUSTOMER][NEUTRAL] It's true. It's true.
[CUSTOMER][POSITIVE] Oh my [PII], alright, thank you so much for, um, for giving me the information. I am wishing you and your family, um, a [PII]. May everything go well for you guys.
[AGENT][POSITIVE] It's been such a pleasure.
[AGENT][POSITIVE] [PII], I hope the same for you. It's been such a pleasure to assist you with that eligibility this morning, and I hope you and your family are very safe and happy New Year as well.
[CUSTOMER][POSITIVE] Thank you, you take care.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Alright, alright, bye now. You too take care bye.