AccountId: 011433970860
ContactId: 4c8507a3-62c7-4b35-8e87-1bf2cc01f763
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189169 ms
Total Talk Time (AGENT): 45462 ms
Total Talk Time (CUSTOMER): 47008 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4c8507a3-62c7-4b35-8e87-1bf2cc01f763_20250325T19:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I wanted to check on eligibility.
[AGENT][NEUTRAL] OK, are you with the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what was your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my number is [PII].
[AGENT][NEUTRAL] OK, [PII], I can check eligibility for you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It's D43731793.
[AGENT][NEUTRAL] Uh, do you have a patient last name?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] The child's last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Huh, [PII].
[AGENT][NEUTRAL] I, OK. And the first name?
[CUSTOMER][NEUTRAL] [PII], it's a baby.
[AGENT][NEUTRAL] I wasn't able to pull up that policy number. Let me try my name.
[CUSTOMER][NEUTRAL] The subscriber is [PII].
[AGENT][NEUTRAL] OK, [PII], is that [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, give me just a moment. My system is running kinda slow.
[CUSTOMER][NEUTRAL] It's alright.
[AGENT][NEUTRAL] Was that [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh huh. [PII]
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It looks like they didn't pay their um premium in November um.
[CUSTOMER][NEUTRAL] But I wanted to make sure that's what happened.
[AGENT][NEGATIVE] Yeah, I don't show any policies active. She had several and it looks like they've all been terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.