AccountId: 011433970860
ContactId: 7896187e-a1d2-47d4-b48e-43db01265674
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87680 ms
Total Talk Time (AGENT): 32239 ms
Total Talk Time (CUSTOMER): 49679 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/2025/01/02/7896187e-a1d2-47d4-b48e-43db01265674_20250102T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Happy New Year. This is [PII]. Can, can you help me check eligibility on the patient?
[AGENT][POSITIVE] Happy [PII].
[AGENT][NEUTRAL] Um, I'm not quite sure how that works.
[CUSTOMER][NEUTRAL] I mean just to see if the policy is in fact going to lapse or if it's active.
[AGENT][NEUTRAL] Oh, all right. OK, got it.
[CUSTOMER][NEUTRAL] Policy number is 254.
[CUSTOMER][NEUTRAL] 3807.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a provider on the line uh for eligibility for part two. I see the feature lapse date of [PII], but when I go to PIBFT, there's no termination.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] I stand for future lab state.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Yes, the
[AGENT][NEUTRAL] Yes, once the policy gets paid out, um, it will lapse effective [PII], and that's when the lapse date is going to be applied into PIPFT.
[CUSTOMER][NEUTRAL] Got you. OK, thank you. So uh that's all I needed. I just need to verify that it was in fact will be turned on 121.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] No benefits available. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] I hope you do too, [PII]. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you.