AccountId: 011433970860
ContactId: 85f847a5-ae70-4a49-917e-b3a1166d3240
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107860 ms
Total Talk Time (AGENT): 44588 ms
Total Talk Time (CUSTOMER): 49910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/85f847a5-ae70-4a49-917e-b3a1166d3240_20250624T20:12_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Internal Medicine Associates of Greenville. I just wanted to verify eligibility for this patient.
[AGENT][NEUTRAL] I can help with eligibility. I'm sorry, I'm having a little trouble with my phone. I didn't catch your name.
[CUSTOMER][NEUTRAL] Yeah, I'm sorry can you repeat that? You broke up a little bit.
[AGENT][NEUTRAL] Yeah, I'm, I'm sorry. I'm having trouble with my phone. I didn't hear your name.
[CUSTOMER][NEUTRAL] Oh my name is [PII].
[AGENT][NEUTRAL] OK, I can help with eligibility. What's that policy number, please?
[CUSTOMER][NEUTRAL] I have 02341054.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and date of birth [PII].
[AGENT][POSITIVE] Thank you very much. If I could just have a callback number please in the event we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you very much. She had a policy with us from [PII] until [PII], but [PII]'s policy has lapsed.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I don't show that she has another policy with it.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] So it a lab, so it's no longer in.
[AGENT][NEUTRAL] That's correct. It's no longer active, and I, I don't show whether she has a policy anyplace else. Is there anything else at all that I may help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, and just to confirm, you said it ended [PII], correct?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Oh [PII] got you OK.
[CUSTOMER][POSITIVE] Alrighty thank you so much I appreciate it.
[AGENT][POSITIVE] OK, well thank you for contacting APR I'm a very good day.