AccountId: 011433970860
ContactId: 52666561-974b-4cd6-a4f7-63c414f1cfbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128250 ms
Total Talk Time (AGENT): 60368 ms
Total Talk Time (CUSTOMER): 48399 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/52666561-974b-4cd6-a4f7-63c414f1cfbc_20250312T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Yes, I'm calling from a provider's office. I'm not sure if I hit the right button, but we have a patient with a supplement, um, insurance. I just need to verify.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have that policy number?
[CUSTOMER][NEUTRAL] I do it's 97 well this is the subscriber ID number. I don't have the card it's 976-814.
[AGENT][NEUTRAL] 76814. It could be. And give me one quick moment please. 6814. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you so much and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], I'm not sure how you say the last name [PII] Date of birth [PII].
[AGENT][POSITIVE] Sounds good to me. I would have butchered her name. See.
[AGENT][NEGATIVE] Uh, well, I saw she had a policy with us, but it terminated on [PII], and I do not show any active coverage.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK, when was it first effective?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And you said it termed what date? I'm sorry, [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] So she doesn't have an active policy at all for that.
[AGENT][NEUTRAL] Uh, not with us, no, ma'am, not that I'm showing.
[CUSTOMER][NEUTRAL] All right, can I have a reference number or just your name and last initial?
[AGENT][NEUTRAL] Uh, you can use my name at today's date if you like, and it's [PII].
[CUSTOMER][POSITIVE] OK, alright, thanks [PII].
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL, Miss [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][NEUTRAL] Bye.