AccountId: 011433970860
ContactId: 315aae93-d096-4325-b3b3-d2e7674c76e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159600 ms
Total Talk Time (AGENT): 57817 ms
Total Talk Time (CUSTOMER): 79979 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/315aae93-d096-4325-b3b3-d2e7674c76e3_20250127T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah [PII], this is [PII]. I'm calling from uh [PII], um, in [PII], uh, checking eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you, [PII] with um eligibility. Can you give me your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK, yeah, it's uh [PII].
[AGENT][NEUTRAL] OK, thank you and then what is the name of your facility?
[CUSTOMER][NEUTRAL] Uh, Fairview, um, Lakes.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][POSITIVE] OK, thank you so much, sir. And what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII]
[AGENT][NEUTRAL] Thank you. And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] Her policy number, hold on a second here.
[CUSTOMER][NEUTRAL] Here we go, it is 02392376.
[AGENT][NEUTRAL] OK, let me look that policy up for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so looking at this policy for [PII], I do show that the policy is no longer active. It lapsed on [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Let me just double check one thing. I'm looking at her card here. Let me just double check and see if there isn't a different one in here, uh, hold on a second.
[AGENT][NEUTRAL] I'm looking and I don't see an active policy on file for her.
[CUSTOMER][NEUTRAL] OK, yeah, it's probably the same number, yeah, D 46204946, so, OK, so it expired in [PII] [PII]. OK, I, I will write that down. Thank you.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a good rest of your week and we certainly appreciate you calling APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] OK, well thank you.
[AGENT][POSITIVE] Thank you, sir. You take care. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, yep bye bye bye.