AccountId: 011433970860
ContactId: 22a0775c-946b-4561-bc20-5f5afda54533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177789 ms
Total Talk Time (AGENT): 66403 ms
Total Talk Time (CUSTOMER): 56290 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/22a0775c-946b-4561-bc20-5f5afda54533_20250408T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, hello, hello. Can you hear me?
[AGENT][NEUTRAL] Yes I can hear you now.
[CUSTOMER][NEUTRAL] I want to verify the patient coverage is active or not in the date of service.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] OK, [PII], uh, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01986256.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII] and their date of birth is [PII].
[AGENT][NEUTRAL] Uh, it looks like the policy number you gave me is termed. Let me see if there is a current policy number.
[CUSTOMER][NEUTRAL] Uh, the current policy number is?
[AGENT][NEUTRAL] I'm looking. Hold on one moment.
[CUSTOMER][POSITIVE] No problem. Take your time.
[AGENT][NEUTRAL] OK, current policy number is 2566431.
[AGENT][NEUTRAL] And you needed to check claim status or eligibility.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I repeat the policy number. It's 2566431, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And the name and the effective date of the plant.
[AGENT][NEUTRAL] The effective date of the policy is [PII], and it's current.
[AGENT][NEUTRAL] Active.
[CUSTOMER][NEUTRAL] And the plan
[AGENT][NEUTRAL] Plan name is Medlik 9.
[CUSTOMER][NEUTRAL] Uh, can you spell again?
[AGENT][NEUTRAL] Uh, it's [PII]. It's M [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Uh thank you so much. Uh, can you provide me the reference number for the call?
[AGENT][NEUTRAL] Uh, reference number will be my name, [PII]. First initial to my last name is [PII], and today's date. Is there anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, no. Thank you, [PII]. Thank you so much for your help. Have a great day. Bye-bye.
[AGENT][POSITIVE] OK thanks thanks for calling APL you too bye.