AccountId: 011433970860
ContactId: 38160825-ddc2-405b-9495-10fd78535643
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196899 ms
Total Talk Time (AGENT): 70751 ms
Total Talk Time (CUSTOMER): 61720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/38160825-ddc2-405b-9495-10fd78535643_20250328T16:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APM. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] calling from provider's office checking on eligibility for a member.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII], and initial to my last name is [PII]. And along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][NEUTRAL] OK, and how did you spell your name? It was A.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] And how did you pronounce that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number starts with 01975745.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[AGENT][NEUTRAL] Who was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. I'm sorry, I can't say your first name. Say it one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and do you.
[AGENT][NEUTRAL] And you were wanting claim, uh, benefits, right?
[CUSTOMER][NEUTRAL] Yes, see only the eligibility of this member.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment.
[AGENT][NEGATIVE] OK, this policy canceled 121 of 24. They do not have any other active coverage.
[CUSTOMER][NEUTRAL] And what's the effective date of this policy?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. OK, also, can you help me with the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Sure, thank you so much for your assistance. Can you help me with the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day as well.