AccountId: 011433970860
ContactId: 59f0f70d-7d0e-4b2e-a601-ec80d8869d89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135389 ms
Total Talk Time (AGENT): 78418 ms
Total Talk Time (CUSTOMER): 41157 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/59f0f70d-7d0e-4b2e-a601-ec80d8869d89_20250321T16:57_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] calling from Change of Mind Psychiatry, and I just wanted to verify if the patient's insurance is active.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with that eligibility. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII] and my direct extension is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It is 02565683.
[AGENT][NEUTRAL] Excuse me, thank you. And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] It's um I'm assuming it's [PII] for [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And I can help you with that eligibility. Let me just check something for you real quick.
[AGENT][NEUTRAL] It looks like your policy is active, but I'm, I'm just gonna check because it does have a future lapse date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As of [PII], so it looks like she does not have coverage after [PII] under this plan, and I was checking, uh, she does not have a policy after that date after the [PII].
[CUSTOMER][NEUTRAL] You said [PII], so after February?
[AGENT][NEUTRAL] That's, yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh, that was it.
[AGENT][POSITIVE] Well, thank you for calling the APL. It's been a pleasure to assist you with that eligibility. [PII], I hope you have a lovely weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Can I get a reference number?
[AGENT][NEUTRAL] Oh, sure. The reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Thank you so much you have a blessed weekend.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.