AccountId: 011433970860
ContactId: 26a1f5d1-4ac2-4107-bb81-ee5cc73f3253
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207130 ms
Total Talk Time (AGENT): 83106 ms
Total Talk Time (CUSTOMER): 90626 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/26a1f5d1-4ac2-4107-bb81-ee5cc73f3253_20250407T14:27_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Thank you for calling APL. This is Sa[PII]How can I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. uh, this is Jo[PII]I'm calling back for provided office. Uh, actually, I want to know the patient policy eligibility.
[AGENT][NEUTRAL] OK, you need to check on eligibility.
[CUSTOMER][NEUTRAL] Yeah and then.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. I'm happy to help with that today, Jo[PII]What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 02214938.
[AGENT][NEUTRAL] All right, thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] 86[PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, patient, first name is Sy[PII]nd
[CUSTOMER][NEUTRAL] And her last name is We[PII].
[CUSTOMER][NEUTRAL] 10[PII]How did you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] So, patient's plan was effective on Se[PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] As of Ja[PII]the patient plan has lapsed.
[AGENT][NEGATIVE] They do not have any other active coverage with us at this time.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So it has termed or la lapsed, is it the same thing?
[CUSTOMER][NEUTRAL] Nets and the town.
[AGENT][NEUTRAL] It's terminated as of January, yes, it's terminated as of Ja[PII].
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, I got it. Uh, thank you so much. May I know the call reference number for this, please?
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. My name is Sa[PII]that's S [PII].
[CUSTOMER][NEUTRAL] [PII]h, OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Last initial is T [PII].
[CUSTOMER][NEUTRAL] Uh, Pa[PII]r Pa[PII]?
[CUSTOMER][NEUTRAL] T [PII]
[CUSTOMER][NEUTRAL] [PII]ast initial?
[AGENT][NEUTRAL] Right, my, correct.
[CUSTOMER][NEUTRAL] Uh, is it Po[PII]?
[AGENT][NEUTRAL] The call reference is my name, which is Sa[PII]You spell that S [PII].
[AGENT][NEUTRAL] [PII]y last initial, T [PII]and then today's date, which is Ap[PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you so much, Ms. Sa[PII]uh, for your assistance and cooperation. Uh, I, that was uh the uh supplement plan, right?
[AGENT][NEUTRAL] And this is the member secondary plan, yes.
[CUSTOMER][NEUTRAL] OK, OK, OK. Thank you so much once again. And can you, can you tell me about the primary insurance for this number?
[AGENT][NEUTRAL] I'm sorry, can I tell you what again?
[CUSTOMER][NEUTRAL] Do you have this information?
[CUSTOMER][NEUTRAL] Uh, do you have this, do you have the information of the primary insurance of this number?
[AGENT][NEUTRAL] No, unfortunately, we do not. You would have to contact the insured for that information.
[CUSTOMER][POSITIVE] OK, OK, right. Thanks a lot once again. Have a nice day.
[AGENT][POSITIVE] Is there anything? You're welcome. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Not, not yet.
[CUSTOMER][NEUTRAL] Not yet. That was the only question.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you.