AccountId: 011433970860
ContactId: 06de48b2-f734-46dc-9fc5-c02f9fe64d70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129649 ms
Total Talk Time (AGENT): 40697 ms
Total Talk Time (CUSTOMER): 45516 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/06de48b2-f734-46dc-9fc5-c02f9fe64d70_20250620T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII]. My name is [PII]. Um, I currently work at Lapollette Medical Center, and we had a lady come through that has stated she has insurance with you all and we've had a hard time verifying it, so I'm just trying to verify if that coverage is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. um, what's a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have her policy number?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK and what is that?
[CUSTOMER][NEUTRAL] Um, it is 01838933.
[AGENT][NEUTRAL] Alright, let me check.
[CUSTOMER][NEUTRAL] Here's what I found.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing that this policy had an effective date of [PII]. The policy lapsed on [PII], so she did have coverage with us, um, but it's no longer active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's what we were trying to verify so we need because we needed to know if we need to leave it on there and take it off, so that helps me. Do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, so we don't have call reference numbers, but you can use my name and last initial in today's date, so [PII] and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK awesome thank you so very much I hope you have a good day and have a good weekend.
[AGENT][POSITIVE] You too and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.