AccountId: 011433970860
ContactId: 2090982c-b9e0-4146-8507-d4f244608e2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205300 ms
Total Talk Time (AGENT): 57819 ms
Total Talk Time (CUSTOMER): 93249 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/2090982c-b9e0-4146-8507-d4f244608e2a_20250130T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the provider's office to check the patient's medical eligibility. Could you please?
[AGENT][NEUTRAL] Yes, I can. And what was your name again, please?
[CUSTOMER][NEUTRAL] My name is spelled out like [PII], which is [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you, Ms. [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][POSITIVE] Thank you. And what's the patient's name?
[CUSTOMER][NEUTRAL] Member's name is [PII]. It is [PII] and the last name is spelled out like [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the policy number, please?
[CUSTOMER][NEUTRAL] How does the ID is 021.
[CUSTOMER][NEUTRAL] 972-98 M as in Mike L as in Lima 8.
[AGENT][POSITIVE] OK, thank you. I'm gonna look that policy up real quick.
[CUSTOMER][NEUTRAL] Sorry, could you please repeat again?
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I'm looking at the policy now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do show that the policy is no longer active.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] This policy lapsed on [PII].
[AGENT][NEUTRAL] And the insured does not have any active policies with us.
[CUSTOMER][NEUTRAL] OK, so the member's policy got turned on [PII] and the policy is not active now.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is the termination date is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I do have the rate of service on future which is [PII]. If this policy is active in the future, could you please verify that for me?
[AGENT][NEGATIVE] No, there are no active policies on file.
[CUSTOMER][POSITIVE] OK. Thank you so much. Could you please spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So sorry, you said the policy got already turned on [PII] and it is not active in the future also.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much. And could you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, just you are right on today's date.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you very much for the help.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a good rest of your day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] Bye-bye.