AccountId: 011433970860
ContactId: 2a50ccf4-c441-4477-9ef4-2f4874626ce0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115430 ms
Total Talk Time (AGENT): 39538 ms
Total Talk Time (CUSTOMER): 68128 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/2a50ccf4-c441-4477-9ef4-2f4874626ce0_20250619T13:13_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from a provider's office, and I was wondering if you could check to see if this patient's uh gap insurance is active. I called the other day and I was told it termed on [PII], and when I called the patient, he said no, it shouldn't have been termed and he was gonna call so I'm just calling to see if it's active now if you could check that.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have his policy number?
[CUSTOMER][NEUTRAL] I do, um, 02541546 M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Mhm, sure, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you're just wanting to know if the policy still lapsed?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, he was gonna call and straighten it out, but I don't know if he did, so calling to see if he did.
[AGENT][NEUTRAL] OK, I can help you with that. This policy, I'm still showing it's lapsed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do not see another policy active. So yes, it's still canceled. 6125.
[CUSTOMER][NEUTRAL] That's OK, that's.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's fine. Just wanted to double check thank you very much for checking on that for me. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.