AccountId: 011433970860
ContactId: 139303c1-b803-4964-a27b-77f8d02f73a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198029 ms
Total Talk Time (AGENT): 59854 ms
Total Talk Time (CUSTOMER): 94623 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/139303c1-b803-4964-a27b-77f8d02f73a8_20250421T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, good morning. My name is [PII]. I'm calling from the provider's office to check on the eligibility status. Could you ask me that one.
[AGENT][NEUTRAL] OK, [PII], and you're calling to check for claim status, is that correct?
[CUSTOMER][NEUTRAL] No, no, I'm not for the for the time so that we need to check the eligibility of the patient benefits.
[AGENT][NEUTRAL] Eligibility? OK, thank you [PII]. And then what is the callback number sir just in case.
[AGENT][NEGATIVE] Was disconnected.
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] Thank you and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. I will provide you with the first, the policy number. The policy number, it is 021389.
[CUSTOMER][NEUTRAL] 38 M as in Mary, L as in Lima, and 8.
[CUSTOMER][NEUTRAL] And the patient name, I will spell the first name. The patient's first name, it is, it is [PII] The last name it is [PII], and then the date of birth, it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. Let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you could choose a name.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] And I do show that this policy for Dawn is no longer active. The policy terminated on [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And there are no active policies on file at this time.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, may I know what is the, my details, uh, it is.
[CUSTOMER][NEUTRAL] [PII] this year, the patient was active.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The patient, the last determination date is [PII], that is right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. May I know what is, may I know what is the effective policy, I mean, the, when the policy was started date?
[AGENT][NEUTRAL] The start date was [PII].
[CUSTOMER][POSITIVE] Thank you so much, sorry. Uh, sorry, could you please um the fish uh the
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, and also the member have any other active insurance you are on file?
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][POSITIVE] Thank you so much, sir. Please, can you please tell me the call reference number?
[AGENT][NEUTRAL] Yes, sir, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. You have a wonderful day also.
[CUSTOMER][NEUTRAL] Yeah bye bye.