AccountId: 011433970860
ContactId: 75b2c817-73e9-4d1a-a8b3-bd26d008ca16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160119 ms
Total Talk Time (AGENT): 53097 ms
Total Talk Time (CUSTOMER): 53283 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/75b2c817-73e9-4d1a-a8b3-bd26d008ca16_20250522T17:09_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]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][POSITIVE] I can help you with eligibility. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Callback number will be [PII] with [PII] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] I have a policy number as 02270574.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And the first name is [PII] and the last name is [PII], [PII] And I have a date of birth as [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Actually, it's regarding member eligibility, not for the benefits or not for the claims.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So I'm showing that this policy is active.
[AGENT][NEUTRAL] Oh, I'm sorry. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm showing this policy is no longer active with an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy lapsed on [PII].
[CUSTOMER][NEUTRAL] I'm sorry. Uh, could you please repeat the termination date?
[AGENT][NEUTRAL] Uh, it turned on [PII].
[CUSTOMER][POSITIVE] Thank you. Uh, sorry, sorry for that repetition. Thank you so much for the information, [PII]. Since the member plan is no longer active, I have no more questions for you. Is there a reference number for our call?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial, so [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much for that and have a great day and stay safe.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye.