AccountId: 011433970860
ContactId: 087dd103-ce5a-47b0-a2db-3ba2656d6943
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96529 ms
Total Talk Time (AGENT): 38563 ms
Total Talk Time (CUSTOMER): 45760 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/087dd103-ce5a-47b0-a2db-3ba2656d6943_20250616T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi, good afternoon, uh, [PII]. This is [PII] calling from Mican Institute for special office visit. Uh, we just need to check if a policy is active for a member, please.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility, [PII]. What's the patient policy number?
[CUSTOMER][NEUTRAL] 1462457.
[AGENT][NEUTRAL] Thank you and for documentation do you have a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. So the patient plan has terminated as of [PII]. They do not have any other active coverage with us at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII]. Can I please have a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call references my name with today's date. My name is [PII], that's [PII] Last initial is [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Oh, perfect. Thank you so much, [PII], and have a great day.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.