AccountId: 011433970860
ContactId: 610b3a1e-2e44-4cd7-b5ba-4c4fb7b9eb7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171919 ms
Total Talk Time (AGENT): 64097 ms
Total Talk Time (CUSTOMER): 39828 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/610b3a1e-2e44-4cd7-b5ba-4c4fb7b9eb7c_20250515T20:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Tr[PII]How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, just to check if my patient's APL is still active.
[AGENT][NEUTRAL] OK, you're just needing to verify your eligibility. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, so I can help you with that and who am I speaking with, please?
[CUSTOMER][NEUTRAL] Re[PII].
[AGENT][NEUTRAL] Thank you. And Ro[PII]what is your callback number?
[CUSTOMER][NEUTRAL] 78[PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 139.
[CUSTOMER][NEUTRAL] 0032.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] OK, Ro[PII]thank you. Give me a couple of moments please to get the member's information pulled up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, Ro[PII]any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's first name Il[PII]last name is Ig[PII]Date of birth is No[PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this policy that you provided for me, Ro[PII]it is no longer active. This policy actually was active from 9/[PII]/[PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And she did have another policy after that, but that policy is also termed as of 9-[PII].
[CUSTOMER][NEUTRAL] 917.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And she does not currently have an active policy with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome alrighty alright thank you so much, that's all I needed.
[AGENT][POSITIVE] Well you, well you're very welcome ma'am. So if that's all I could help you with, thank you again for calling APL and I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.