AccountId: 011433970860
ContactId: 45fbd52d-48bf-450d-a5ae-25518a5bd712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131460 ms
Total Talk Time (AGENT): 55265 ms
Total Talk Time (CUSTOMER): 55983 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/45fbd52d-48bf-450d-a5ae-25518a5bd712_20250214T14:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII] calling from Novo Health. I needed to know if my patient [PII] is still with you guys for medical, please. Thank you.
[AGENT][NEUTRAL] OK, what is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and what, how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Need a medical eligibility please?
[AGENT][NEUTRAL] Eligibility, OK, and what's the policy number?
[CUSTOMER][NEUTRAL] 02364815.
[AGENT][POSITIVE] Thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII] and that's my direct line.
[AGENT][NEUTRAL] OK. Did you say [PII] or [PII]?
[CUSTOMER][POSITIVE] [PII]. Thank you.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII], [PII] for date of birth.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Alright, so I do have the eligibility date for [PII]. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] Uh, this policy is no longer active as of March.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I don't show any active coverage for this patient at this time.
[CUSTOMER][NEUTRAL] So [PII]. OK. Uh OK. Can I get a call reference number? I'll give them a call for new insurance. Thank you.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call [PII] last name is [PII], and did you have any other questions?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Well, thank you for helping me today. I appreciate it. Have a good day. Take care.
[AGENT][POSITIVE] Hey, you're, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye you