AccountId: 011433970860
ContactId: 3a87dafc-3013-468f-84dc-6a9a4f6c68fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165779 ms
Total Talk Time (AGENT): 73120 ms
Total Talk Time (CUSTOMER): 104735 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/3a87dafc-3013-468f-84dc-6a9a4f6c68fc_20250128T23:45_UTC.wav
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[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] that.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII] with Tora Baptist registration.
[CUSTOMER][NEUTRAL] Um, I just wanna verify if an insurance, um, if a patient's insurance is currently active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Uh, what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And what's the patient's name?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[CUSTOMER][NEGATIVE] Oh no, [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy please?
[CUSTOMER][NEUTRAL] The policy number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 147506.
[CUSTOMER][NEUTRAL] Uh, 1 ML 8.
[CUSTOMER][NEUTRAL] I said yo.
[AGENT][NEUTRAL] OK, let me look that up for you real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And one for the ratio uh.
[AGENT][NEUTRAL] OK, looking at this policy, I do see the policy lapsed on [PII], but let me check to see if they have an active policy.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] There is no active policy on file for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So the the policy ended and they didn't uh do it again.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right, well, they did do it again. They got another policy that was effective [PII], but it's lapsed, and then they got another policy that was effective [PII], but it lapsed on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they're not active. The insurance is not active?
[AGENT][NEUTRAL] Right, correct. They do not have any active policies with us at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, that's fine.
[CUSTOMER][POSITIVE] All right well thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that'll be it thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You have a good night sir and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.