AccountId: 011433970860
ContactId: 894171fa-6f37-4ac0-976d-5c0ca499f170
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127599 ms
Total Talk Time (AGENT): 55081 ms
Total Talk Time (CUSTOMER): 52313 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/894171fa-6f37-4ac0-976d-5c0ca499f170_20250407T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling cause I'm trying to see if this patient, I don't have a card or anything. I need to see if they have um coverage with this insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help.
[CUSTOMER][NEUTRAL] It might be an old insurance.
[AGENT][NEUTRAL] Yes ma'am, we can definitely check and see um M. [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then can you give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It says [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[CUSTOMER][NEUTRAL] And policy number says 02108076.
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me look
[AGENT][NEUTRAL] See up real quick and see if it's active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] That policy is no longer active. It did um lapse on [PII].
[AGENT][NEUTRAL] I'm checking though to see, I
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, and we do not have any active policies on file for him at this time.
[CUSTOMER][POSITIVE] Awesome. OK, thank you so much for your help. What was your name again?
[AGENT][NEUTRAL] Yeah, my name is [PII]
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Alrighty. OK.
[CUSTOMER][NEUTRAL] No, that would be it.
[AGENT][POSITIVE] OK, Ms. [PII], you're so very welcome. You have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am