AccountId: 011433970860
ContactId: 367cd462-a8a5-4b84-9dab-dc766eadc362
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167520 ms
Total Talk Time (AGENT): 71999 ms
Total Talk Time (CUSTOMER): 46710 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/367cd462-a8a5-4b84-9dab-dc766eadc362_20250221T16:29_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to confirm if the patient's active.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII] and the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Is 01950974.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima.
[CUSTOMER][NEUTRAL] Uh, let me see what the last digit is.
[AGENT][NEUTRAL] That's fine. I've got, I've got it pulled up. Thank you. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] 8.
[CUSTOMER][NEUTRAL] [PII] 82871
[AGENT][NEUTRAL] Did you say 1950974?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 1950974 yes.
[AGENT][NEUTRAL] OK. That does not pull up that patient.
[AGENT][NEUTRAL] What's the last name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name was [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] I probably have a lot of Irma's.
[AGENT][NEUTRAL] Do you happen to have her social or the ID card?
[CUSTOMER][NEUTRAL] Uh, I have the ID card, yes.
[AGENT][NEUTRAL] And it says it says the outpatient benefit is 1950974 policy number.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, it's 0971.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's better. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can help you with that eligibility for IRA.
[AGENT][NEUTRAL] I'm showing that her policy is active. Effective date is [PII].
[AGENT][NEUTRAL] And this is a secondary policy to the policyholder's major medical.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much for your help.
[AGENT][POSITIVE] [PII], it's a pleasure to help you with that eligibility. Thank you for calling APL. Hope you have a wonderful day and a happy weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you