AccountId: 011433970860
ContactId: 55e65a37-66e2-4ea2-84bb-905ff4c5bdaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170929 ms
Total Talk Time (AGENT): 62561 ms
Total Talk Time (CUSTOMER): 90639 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/55e65a37-66e2-4ea2-84bb-905ff4c5bdaf_20250110T21:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from [PII] in [PII], and I'm just trying to check eligibility for a patient if I can.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII], it would be a pleasure to assist you with eligibility this afternoon. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII] and that's my direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have the number 1448928 and then the letter M as in Mike, L as in Larry, and the number 5.
[AGENT][NEUTRAL] All right, thank you. And what is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Sure. His name is [PII] and middle name [PII], last name [PII]. He was born on [PII].
[CUSTOMER][NEUTRAL] So I think it might be, yeah, let me see. I think it's it's, it's his uh parents, his fathers, [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right, thank you. And you're needing eligibility for [PII], correct?
[CUSTOMER][NEUTRAL] Alright, just, you know, effective date, you know, and if it covers for, let me see what he came in for.
[AGENT][NEUTRAL] Sure.
[AGENT][NEGATIVE] Well, actually you don't even need to do that.
[CUSTOMER][NEUTRAL] Uh, he came into the.
[CUSTOMER][NEUTRAL] OK, OK, OK. What was an ER visit.
[AGENT][NEUTRAL] Because [PII], his policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEGATIVE] Wow. I guess he's gonna be behind, he's kinda behind. 3 years, 3 years.
[AGENT][NEUTRAL] Just a little bit.
[AGENT][NEUTRAL] It's about a day or two.
[CUSTOMER][POSITIVE] OK, OK, well then, well, thank you. I mean, my [PII], I think they love the, the cards. They must love the cards.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] You know, it's, I think they don't let go of any cards.
[CUSTOMER][NEUTRAL] Yeah, and you know, they could have another one, another um secondary, but some people they carry all the cards. I don't know why.
[AGENT][NEUTRAL] I, I don't either. I would get, it confuses me.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][POSITIVE] But thank you so much for letting, letting me uh know about this. You have a wonderful weekend and I hope this year is beautiful for you. You take care.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I hope the same for you and thank you for calling APL. I hope you have a lovely afternoon. And by the way, I did check to see if they had active coverage and they did not.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Well, thank you so much. You take care. Take care.
[AGENT][POSITIVE] You're welcome. Take care and have a great day. Bye-bye. Happy weekend.
[CUSTOMER][NEUTRAL] You. You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm