AccountId: 011433970860
ContactId: 30c65050-a333-4d31-9ea2-2c8b3eebb31a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126930 ms
Total Talk Time (AGENT): 33416 ms
Total Talk Time (CUSTOMER): 37940 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/30c65050-a333-4d31-9ea2-2c8b3eebb31a_20250617T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hi, I was trying to see if the patient still had active coverage with you.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[CUSTOMER][NEUTRAL] So I think it's faster last name the children.
[AGENT][NEUTRAL] OK, do you have the policy number for the patient, [PII]?
[CUSTOMER][NEUTRAL] I think it's a social. I've got a [PII] for an [PII] State.
[CUSTOMER][NEUTRAL] We haven't seen this patient since [PII], so I would not be surprised if it's not active.
[AGENT][NEUTRAL] OK, and you have his date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Uh, looks like the policy is active, effective [PII].
[CUSTOMER][NEUTRAL] Is it showing like he's gone anywhere recently or is it pretty much [PII] last time he used anything?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Uh, he went back in [PII]. Um, looks like he had
[AGENT][NEUTRAL] Exam.
[AGENT][NEUTRAL] Uh, looks like you had a full mouth.
[AGENT][NEUTRAL] Or I'm sorry, not a full mouth, just a single X-ray.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that was the last that we have on file.
[CUSTOMER][POSITIVE] All right thank you so much for your help.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.