AccountId: 011433970860
ContactId: 6c6f49c4-90cd-4f82-92bc-97a6847fe3c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196550 ms
Total Talk Time (AGENT): 60299 ms
Total Talk Time (CUSTOMER): 77122 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/6c6f49c4-90cd-4f82-92bc-97a6847fe3c9_20250616T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from providers facility to check the patient's eligibility and benefits. Could you please spell out your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], may I have your initial?
[AGENT][NEUTRAL] Uh last initials [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And did you say your name was, what did you say your name was? I'm so sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], do you have a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, our callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Yes, the member ID is 678218.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, the patient's first name is [PII], and the last name is spelled like [PII], and the patient date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] And you said you wanted eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it looks like this policy was active on or effective on [PII], and the policy lapsed on [PII].
[CUSTOMER][NEUTRAL] You say that the patient plan is inactive, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. And you said the effective date is [PII]. It is terminated on [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Could you please verify if the patient has any other active policy?
[AGENT][NEGATIVE] They do, they do not.
[CUSTOMER][POSITIVE] Uh, thank you so much for clarifying this. May I have the call reference number for this call?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII] in today's date.
[CUSTOMER][POSITIVE] Uh thank you so much for your assistance, [PII]. Have a great day. Take care. Bye-bye.
[AGENT][POSITIVE] Have a great day thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much. Bye-bye.