AccountId: 011433970860
ContactId: 570061ae-fb24-42ea-95b4-3689568aa70c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103220 ms
Total Talk Time (AGENT): 33599 ms
Total Talk Time (CUSTOMER): 64671 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/570061ae-fb24-42ea-95b4-3689568aa70c_20250624T13:03_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] and I'm calling from a provider's office, and I was just calling to check if this patient's plan, um, is active. Um, when we called earlier in the month we were told it expired on [PII], but the patient said he called because it should have been active yet and he said he took care of it so we're just calling to see if you show it active on your end as well.
[AGENT][NEUTRAL] Sure, [PII], can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] Um, policy number is 02541546ML8.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it looks like his policy is a COBR policy and it's currently active, been active since [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][POSITIVE] Perfect. That's all I needed to know. Thank you. Oh,
[AGENT][NEUTRAL] So I guess when he made his premium payments, he went back and it was reinstated so because there's no lapse in the services in his policy.
[CUSTOMER][POSITIVE] Oh OK OK got you OK perfect thank you very much for checking on that for me I appreciate your help this morning.
[AGENT][NEUTRAL] You're welcome, [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] Thanks for calling APO. You have a great weekend. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] No that was all thank you.
[CUSTOMER][NEUTRAL] You too bye bye.