AccountId: 011433970860
ContactId: 719c62f6-7e6d-48aa-a3d6-6eb54f5065cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135880 ms
Total Talk Time (AGENT): 59392 ms
Total Talk Time (CUSTOMER): 36927 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/719c62f6-7e6d-48aa-a3d6-6eb54f5065cd_20250520T13:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling from Corwell Health. I just need to confirm eligibility on a member.
[AGENT][POSITIVE] All right. I'm happy to check eligibility. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is 004257278.
[AGENT][NEUTRAL] OK, thank you. Let me pull this up. And then for documentation, can I just grab your first name, please?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] Last initial is [PII]
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] And just to confirm, policy number was 004257278. Is that what you had?
[CUSTOMER][NEUTRAL] Yes, that's what I have.
[AGENT][NEUTRAL] All right, that's not coming up with anything, but I can check my name or social if you have that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have, uh, name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for that. Let me try my name here, see what I can find.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And when you were looking for medical coverage, [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, yep.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] So looks like a patient did have a secondary plan with us at one point. It has terminated as of [PII]. Um, I can give you the policy number if you need it, but it's no longer active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I don't need it if it's no longer active. Thank you so much though. I appreciate your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, no worries. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Uh-huh, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.