AccountId: 011433970860
ContactId: 56278f13-f6b8-4cb5-b0af-e5d394691728
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126040 ms
Total Talk Time (AGENT): 50819 ms
Total Talk Time (CUSTOMER): 39459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/56278f13-f6b8-4cb5-b0af-e5d394691728_20250421T21:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, it's uh farm provider's office calling for eligibility of a patient.
[CUSTOMER][NEUTRAL] Just want to know if it is active or inactive as we have to submit a claim.
[AGENT][POSITIVE] Oh, sure, I can assist you with the eligibility. I'm sorry, can I get your name one more time?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. Mr.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII] extension is [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I just don't.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, policy number is 02484515.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm. [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, so it looks like you say you need eligibility. Looks like the policy was um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Was not active. Um, let me see if I have a different policy, bear with me.
[CUSTOMER][NEUTRAL] Yes, I just need uh effective dates.
[AGENT][NEUTRAL] Yeah, the policy was never activated. It was the same effective date as the same um termination date, which is [PII]. It that's the effective and the termination date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, got you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. That's all I wanted.
[AGENT][POSITIVE] You're welcome. All right. Well, thank you for calling APL. Have a good afternoon, Mr.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You have