AccountId: 011433970860
ContactId: 672c7c63-067d-4dfe-a2e7-c9e5852798fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103970 ms
Total Talk Time (AGENT): 62971 ms
Total Talk Time (CUSTOMER): 33891 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/672c7c63-067d-4dfe-a2e7-c9e5852798fd_20250313T14:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I need to see if our policy is active, please.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, I've got 02351431.
[AGENT][NEUTRAL] And the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. And I do apologize, [PII], are you needing eligibility or claim status eligibility?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes, yeah, no eligibility please mhm.
[AGENT][NEUTRAL] Alright, and I can help you with that. [PII], I am showing that this policy was active from [PII]. The policy did turn on.
[AGENT][NEUTRAL] [PII]. I'm checking to see if you might have an active coverage. Bear with me just a second.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just checking.
[AGENT][NEUTRAL] He does not have active medical coverage with us at this time.
[CUSTOMER][POSITIVE] OK, OK, I'll just reach out to him then thank you so much.
[AGENT][POSITIVE] It's been my pleasure to help you with that eligibility, [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am and you have a great rest of your day.
[AGENT][POSITIVE] I hope you do as well, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.