AccountId: 011433970860
ContactId: 48834ba6-1a46-4755-81ea-7864bf9d95fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182330 ms
Total Talk Time (AGENT): 67846 ms
Total Talk Time (CUSTOMER): 72849 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/48834ba6-1a46-4755-81ea-7864bf9d95fe_20250428T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check patient's medical eligibility. Is this possible to help?
[AGENT][POSITIVE] Yes, I can take eligibility for you. Uh, [PII], can I get a good call back number for you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, of course. My callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do have the policy number here it is with me. And the policy ID starts with
[CUSTOMER][NEUTRAL] 1255974. M as in Mike, L as in Lima, the number 7.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] The number's name is [PII] and the last name is spell out like [PII] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, this policy terminated [PII]. I did check to see if he has one that is active with us. He had one other policy, but that one terminated [PII], so he currently does not have an active policy with us.
[CUSTOMER][NEUTRAL] OK. Uh, the member ID that which I gave to you is terminated on [PII].
[AGENT][NEUTRAL] Uh, it was, um, no, the policy number you gave me, that one terminated [PII].
[CUSTOMER][NEUTRAL] OK. So that, uh, so now there is no any policy for this number, right?
[AGENT][NEUTRAL] There is no active policy for this number, correct.
[CUSTOMER][POSITIVE] Thank you. Could you please spell your name?
[AGENT][NEUTRAL] Sure, my name is spelled [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Yes, it is [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much. And if you don't mind, could you please provide me the color?
[AGENT][NEUTRAL] Reference number would be my first name, last initial, and today's date and so my last initial is A.
[CUSTOMER][NEUTRAL] Your name and the last name initial [PII] and today's date which is [PII] is the call reference for me.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you very much for your help, [PII].
[AGENT][POSITIVE] Of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye. Have a great day.
[AGENT][POSITIVE] Thank you bye bye. You too, thank you.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Uh.