AccountId: 011433970860
ContactId: 034f15c2-5c4c-4173-a322-fe2387727733
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112400 ms
Total Talk Time (AGENT): 57449 ms
Total Talk Time (CUSTOMER): 49159 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/034f15c2-5c4c-4173-a322-fe2387727733_20250320T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] from Northeastern Health System. I'm calling just to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh name is [PII]. Date of birth [PII], and policy number 02033204.
[AGENT][NEUTRAL] OK, let me look her policy up real quick.
[CUSTOMER][POSITIVE] Excuse me, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK. I've got Ms. [PII]'s policy pulled up and this policy actually is no longer active. It lapsed on [PII], but let me check to see if there was another policy issued after that. No, ma'am. That's the only one that we have for her, so she doesn't have anything active at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we had a different insurance card but this insurance was still left in the account on her data service, so I just wanted to make sure I kind of figured that was the case.
[AGENT][NEUTRAL] Oh, yeah, yeah.
[AGENT][POSITIVE] Yes, ma'am. Yes, ma'am. OK. Anything else I can help you with, Stormy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right awesome.
[CUSTOMER][POSITIVE] No, ma'am, that is all. Thank you so much.
[AGENT][POSITIVE] You're very welcome you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye, ma'am.
[CUSTOMER][NEUTRAL] Bye.