AccountId: 011433970860
ContactId: 7fd48f58-dec0-43c7-8067-5f0ac344c9c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196919 ms
Total Talk Time (AGENT): 40940 ms
Total Talk Time (CUSTOMER): 150276 ms
Interruptions: 5
Overall Sentiment: AGENT=-0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/7fd48f58-dec0-43c7-8067-5f0ac344c9c3_20250611T20:39_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], um, uh, this is [PII], um, I'm calling from a, uh, uh, a gastroenterology consultant, not sure if I have the right prompt or not, um, but I was trying to check eligibility on a, on a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we can do that. What is the patient's policy number? Do you by chance have that?
[CUSTOMER][NEUTRAL] I do, um, we had D as in dog 459-07148.
[AGENT][NEUTRAL] Alright, did the member by chance give you the card or no?
[CUSTOMER][NEUTRAL] I do have the card um and I think I know the answer but I just want to kind of get a person in case the patient has additional questions. I don't think they have medical coverage um but I just kinda wanted to confirm with the with the person on that, but I do have the card.
[AGENT][NEUTRAL] OK, yeah, does the card say anything like certificate number because I can't pull them with that number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, so it's, uh, it, it has like integrity trade services, um, under medical it had multi plan but it does say preventive services only, um, so I and it's one of those in uh minimal essential coverage plans um just I just was not sure which prompt to actually choose in the beginning, um.
[CUSTOMER][NEUTRAL] But I'm, I'm guessing like they don't, you know, they don't have like actual medical coverage, but um I just wanted to speak to a person.
[AGENT][NEUTRAL] OK, well, let me see if I can find anything by their name. Can I get their name?
[CUSTOMER][NEUTRAL] OK, um, yes ma'am, it's gonna be the first name is [PII]
[CUSTOMER][NEUTRAL] And then the last name is [PII].
[AGENT][NEUTRAL] OK. And what state do they live in?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] And also in case you need it if you happen to find them, uh [PII], the date of birth is [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm OK.
[CUSTOMER][NEUTRAL] And if that in August [PII] and we still have the line sometimes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah on on July.
[AGENT][NEUTRAL] OK, yeah, I don't see any plan that matches that that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, um, no, yeah.
[AGENT][NEGATIVE] So I would say, yeah, they don't have any coverage with us.
[CUSTOMER][POSITIVE] OK, all right, well I do appreciate you at least uh trying to to look thank you thank you so much and I hope you have a great day.
[AGENT][NEUTRAL] Yeah, you, you too. Bye bye.