AccountId: 011433970860
ContactId: 27dd0363-ad81-4b3d-87ab-29bfd633c217
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137679 ms
Total Talk Time (AGENT): 51315 ms
Total Talk Time (CUSTOMER): 61673 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/27dd0363-ad81-4b3d-87ab-29bfd633c217_20250422T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I wanted to see if this patient's plan was active.
[AGENT][NEUTRAL] OK, I can text see if the policy is active. Uh, what was your name please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, and then [PII], can I get a good call back number for you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do so it's 01882826.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] and then date of birth is.
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me, her charts taking forever to pull up, so it looks like [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if uh she has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it is not, this was the only policy she had with us.
[CUSTOMER][NEUTRAL] OK, sounds great. She said something about she thought she was paying through it and like something with her job. I don't know, but OK, well I will let the patient know.
[AGENT][NEGATIVE] Could have been that they switched to a different carrier.
[CUSTOMER][POSITIVE] I think that that might be what it is, so she'll just have to check with HR yeah OK well thank you I appreciate your time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] All right. Well, thanks for giving us a call, [PII] have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thanks bye bye.