AccountId: 011433970860
ContactId: 6c28f7b7-d600-4719-9e8d-40a9c0c1cc3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179850 ms
Total Talk Time (AGENT): 60336 ms
Total Talk Time (CUSTOMER): 65989 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/6c28f7b7-d600-4719-9e8d-40a9c0c1cc3e_20250415T14:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I was calling to try to verify uh coverage and mental health benefits for a patient in our care.
[AGENT][POSITIVE] OK, I'm happy to check on coverage for you. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, it begins with D 43,411,710.
[AGENT][NEUTRAL] OK, fortunately I can't pull the number with that number. Do you have their name or social? I can check by that.
[CUSTOMER][NEUTRAL] Yes, I have, uh, both of those. I have her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have the social as well if you need it.
[AGENT][NEUTRAL] Uh, that might be more efficient as far as checking, so let's give that a try.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. Give me just one moment here.
[AGENT][NEUTRAL] And then if you don't mind, can I grab your first name?
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Does she reside in [PII]?
[CUSTOMER][NEUTRAL] Uh, let me check.
[CUSTOMER][NEUTRAL] And uh actually yes, she does now she may have [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, prior to that, but she does live in [PII] now.
[AGENT][NEUTRAL] OK, thank you for that. And then if I could get her date of birth, please.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] All right. So looks like the member was insured on a policy with us um up until [PII]. I don't see any other active coverage.
[CUSTOMER][NEUTRAL] OK, so it turned in uh [PII].
[AGENT][NEUTRAL] Mhm. Yup.
[CUSTOMER][NEUTRAL] Uh, and was there a specific term?
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] Oh is that like
[CUSTOMER][NEUTRAL] Was there a specific date term like [PII]?
[AGENT][NEUTRAL] Oh yeah, absolutely. It was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great well that gives me.
[CUSTOMER][MIXED] At least information to know that this is not viable so uh thank you very much I appreciate your help.
[AGENT][NEGATIVE] Yeah, no, this is not active.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] Yeah, we didn't have a card or anything so I really appreciate it bye.
[AGENT][POSITIVE] Yeah, no worries, bye bye.