AccountId: 011433970860
ContactId: 660c59ba-c1ab-409a-a2da-bbe3291ed944
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164550 ms
Total Talk Time (AGENT): 53865 ms
Total Talk Time (CUSTOMER): 52179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/660c59ba-c1ab-409a-a2da-bbe3291ed944_20241230T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get eligibility and copay for a patient.
[AGENT][NEUTRAL] OK, I can help you with that information and your name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] And what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 02479716.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And you said your name is [PII]?
[AGENT][NEUTRAL] Uh-huh. [PII]
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um, first initial of last name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh. One moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII] birthday is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you a dental provider or medical?
[CUSTOMER][NEUTRAL] No medical.
[AGENT][NEUTRAL] OK, so the medical policy number is 0247.
[CUSTOMER][NEUTRAL] 9716.
[AGENT][NEUTRAL] It's actually 9714 for the medical. 96 is the dental.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, that's the card that we had, so see here.
[AGENT][NEUTRAL] Yeah, that's for the dental.
[CUSTOMER][NEUTRAL] OK, so it's 9 it's 9714.
[AGENT][NEUTRAL] Yes, and let's see if it's active.
[CUSTOMER][NEUTRAL] OK, I will update that in here.
[AGENT][NEUTRAL] OK, and I show the policy effective date.
[AGENT][NEUTRAL] Of [PII]. I show this policy is no longer active as of [PII].
[CUSTOMER][POSITIVE] [PII]. OK, perfect, thank you so very much.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Any other questions we can help out with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day and bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.