AccountId: 011433970860
ContactId: 2548f450-9f7c-4674-880e-d848934e7e1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132839 ms
Total Talk Time (AGENT): 36773 ms
Total Talk Time (CUSTOMER): 68848 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/2548f450-9f7c-4674-880e-d848934e7e1c_20250102T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling to uh verify if a plan is still active on a mutual patient.
[AGENT][NEUTRAL] I can help you. What's your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] OK, give me 1 02073972 M as in Mary, L as in Larry and the number 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify eligibility?
[CUSTOMER][NEUTRAL] Yes, I just want to know if the policy is still active.
[AGENT][NEUTRAL] OK, let me give you the current policy number. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Hold on, uh.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] That number is 246.
[CUSTOMER][NEUTRAL] 2 246.
[AGENT][NEUTRAL] 5778.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And I'm showing an effective date of [PII]. I do show the policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK, no, can I, uh, repeat the number again? Is it, is it [PII]?
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and you said it started at [PII], OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And it's still the claim and everything to submit the claim is still the same. I have here I'm sorry, to submit uh to [PII] [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] [PII].