AccountId: 011433970860
ContactId: 1b3e0816-f790-439f-be6b-fda67631fc75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139199 ms
Total Talk Time (AGENT): 44202 ms
Total Talk Time (CUSTOMER): 37099 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1b3e0816-f790-439f-be6b-fda67631fc75_20250203T21:23_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider's office to check on numbers eligibility.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] That is 02115358.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] That is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Spell the patient's first name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, and you're just wanting to verify the eligibility information?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] I have that information for you. I'm showing an effective date of [PII], and I show the policy is no longer active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As of [PII]. No active coverage for this patient at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and the number ID is correct, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] The member ID is correct, right?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, can I have the call reference number?
[AGENT][NEUTRAL] My name in today's date, [PII]
[CUSTOMER][POSITIVE] OK [PII], thank you so much have a great day.
[AGENT][POSITIVE] Alrighty, but no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye bye bye.
[AGENT][NEUTRAL] Bye-bye.