AccountId: 011433970860
ContactId: 5d275f6a-dc44-4d74-8fd4-4433714cffd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179380 ms
Total Talk Time (AGENT): 69582 ms
Total Talk Time (CUSTOMER): 60449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/5d275f6a-dc44-4d74-8fd4-4433714cffd5_20250213T18:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, sorry. My name is [PII]. I'm calling for uh to check up on the benefits for a patient that we have in common.
[AGENT][NEUTRAL] OK, and you, you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Can
[AGENT][POSITIVE] Oh thank you [PII] I appreciate OK thank you what is your callback number just in case our call is disconnected [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] It is um [PII]. Um date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what's [PII] uh policy number?
[CUSTOMER][NEUTRAL] It's 1442082 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you. And you're just looking for eligibility and benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, I just want to know if you, if you cover outpatient diagnostic services for this patient.
[AGENT][NEUTRAL] OK, let me pull up this policy and I can give you the benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looking at this policy, it is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] But let me check to see if he does have an active policy. He does not, so he, he has no active policies with us at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] When was the term date?
[AGENT][NEUTRAL] OK, let me go back to it real quick and I'll tell you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] OK, I'm no longer active you told me before.
[AGENT][NEUTRAL] Yes, and there are no active policies with us at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK. May I have a reference code number, sorry?
[AGENT][POSITIVE] Yes, you can use my name and today's date and you spell it T O R Y.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome [PII] you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.