AccountId: 011433970860
ContactId: 8256e827-dd04-4ae7-bed1-c80b2e7fa2c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115599 ms
Total Talk Time (AGENT): 48792 ms
Total Talk Time (CUSTOMER): 65862 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/8256e827-dd04-4ae7-bed1-c80b2e7fa2c2_20250403T18:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], good afternoon. My name is [PII] calling from Noon Health. [PII], could you pull up this policy and tell me if it's still active for medical, please?
[AGENT][NEUTRAL] Sure, what uh spell your name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh [PII]? OK, and what's the policy number [PII]?
[CUSTOMER][NEUTRAL] excuse me, 01721317 ML 8.
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], and that's my direct line.
[AGENT][NEUTRAL] OK, thank you. The patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that and we're checking eligibility dates, is that correct?
[CUSTOMER][NEUTRAL] That's right. Mhm. She's got a future appointment, so I just wanted to make sure that um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have that information for you. I'm showing an effective date of [PII]. Uh, this policy is no longer active as of [PII].
[AGENT][NEUTRAL] So no active coverage with APL at this time?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] [PII]. OK, that's fine. I'll just, uh, OK, thank you. I'll just, uh, give her a call and see what insurance she has now she's probably on Medicare now. Can I just get a call reference number, [PII], if you could please, thanks.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll use my name in today's date is your reference. T as in Tom, O N Y A, first initial last name is [PII]. And did you have any other questions I can assist with today?
[CUSTOMER][POSITIVE] No, ma'am, but thank you for helping me. I do appreciate it. Have a good day. Take care.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You too bye.