AccountId: 011433970860
ContactId: 6c1f0b14-0c63-43b6-b8c7-3fd54344224d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91139 ms
Total Talk Time (AGENT): 38638 ms
Total Talk Time (CUSTOMER): 42438 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/6c1f0b14-0c63-43b6-b8c7-3fd54344224d_20250326T14:38_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] Um, I just need to see if a patient is, um, active.
[AGENT][POSITIVE] Oh, I can help you with eligibility. It would be my pleasure. May I ask your name?
[CUSTOMER][NEUTRAL] Or has active coverage?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you, [PII] and a callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 612-041.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] uh date of birth is [PII]. I'm not sure how you say it.
[AGENT][NEUTRAL] He
[AGENT][POSITIVE] Me either. It sounded good when you said it though.
[CUSTOMER][NEUTRAL] Yeah sure
[CUSTOMER][POSITIVE] We're gonna go with that
[AGENT][NEUTRAL] That's right. I take that [PII], and I can help you with that eligibility for [PII]. I'm showing that her policy is active with the effective date of [PII].
[CUSTOMER][POSITIVE] Perfect. OK, yeah, she had forgot to pay it and so she got a letter in the mail and so they said y'all said I guess if she paid it they would reinstate it and not, yeah, so perfect good all right thank you so much that's all I needed.
[AGENT][POSITIVE] Well, it's been a pleasure to assist you with that eligibility. If there's nothing else I can help you with, [PII], I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] All right bye bye.