AccountId: 011433970860
ContactId: 477217fb-9501-464a-b542-da2d7e6722ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359720 ms
Total Talk Time (AGENT): 105386 ms
Total Talk Time (CUSTOMER): 128007 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/477217fb-9501-464a-b542-da2d7e6722ab_20250313T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms [PII], it's [PII] calling to get some help with verifying eligibility for a patient.
[AGENT][NEUTRAL] Mm, OK, [PII], I can help you um verify eligibility.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And Ms. [PII], I have 3 patients if that's OK.
[AGENT][NEUTRAL] And you're with [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the first patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And we have [PII] and policy number shows it's just a glitch right now 02273. Make sure that's it. I'm sorry, disregard, we'll go back. Um, [PII], date of birth [PII] and policy 021-99655.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look him up first.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy, and the effective date is [PII].
[CUSTOMER][POSITIVE] All righty. Perfect. And your name's [PII]?
[AGENT][NEUTRAL] Yeah, yes it is.
[CUSTOMER][NEUTRAL] The last
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alrighty, and you can let me know when you're ready for the 2nd 1.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Alrighty, second is 02011388.
[AGENT][NEUTRAL] OK, let me pull that one up.
[AGENT][NEUTRAL] OK, and who is the patient and the date of birth?
[CUSTOMER][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] I'm checking though for an active and there are no active policies for this insured.
[CUSTOMER][POSITIVE] Alright perfect.
[AGENT][NEUTRAL] Alright let me get my note real quick.
[CUSTOMER][NEUTRAL] OK, and I'm going to do the same.
[AGENT][POSITIVE] OK, I'm finished with mine whenever you're ready.
[CUSTOMER][NEUTRAL] Alrighty, and the third, we have 02273037.
[CUSTOMER][NEUTRAL] And that is for [PII] 5283.
[AGENT][NEUTRAL] OK, let me look that one up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I is it, is it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She does have an active policy and the effective date is [PII].
[CUSTOMER][POSITIVE] Alrighty, perfect, Miss. So is it, is it possible if I can help have help with one more or should I call back?
[AGENT][POSITIVE] Yeah, no, you don't have to call back.
[CUSTOMER][POSITIVE] And it's only 3 per call. OK, perfect. And go ahead.
[AGENT][NEUTRAL] Let me get my, yeah, let me get my note in and then um.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And then we'll move on to that one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the next one?
[CUSTOMER][POSITIVE] Just a second, I'm just adding my notes really quick.
[CUSTOMER][NEUTRAL] Alrighty and then the last one is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01988259.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And [PII] [PII], sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] All right, we'll go look up Miss [PII] real quick.
[AGENT][NEUTRAL] OK, [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][POSITIVE] Alrighty, perfect. Thank you so much for all your help, Ms. [PII]. That was greatly appreciated. You enjoy the rest of your day and you stay safe.
[AGENT][POSITIVE] You're very welcome, [PII]. You too. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye bye.