AccountId: 011433970860
ContactId: 8a2e375f-c91d-4aa6-ac2c-2a299dec19c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172229 ms
Total Talk Time (AGENT): 73459 ms
Total Talk Time (CUSTOMER): 72219 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/8a2e375f-c91d-4aa6-ac2c-2a299dec19c2_20250422T13:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning, [PII]. This is [PII] in customer service.
[CUSTOMER][NEUTRAL] I have um.
[AGENT][NEUTRAL] How are you doing, [PII]?
[CUSTOMER][POSITIVE] I'm doing good. I have [PII] with the provider's office with a PO on policy 18.
[CUSTOMER][NEUTRAL] 29.
[CUSTOMER][NEUTRAL] 13
[CUSTOMER][NEUTRAL] 4.
[AGENT][NEUTRAL] And who do I have on my line? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that's for the provider's office?
[CUSTOMER][NEUTRAL] Mhm. Yes, I have a P on for [PII] for one on the policy.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] And they are checking on her eligibility.
[AGENT][POSITIVE] OK, go ahead and give it to me and have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, is this [PII]?
[CUSTOMER][POSITIVE] Yes, how can I help you?
[AGENT][NEUTRAL] Yes, uh, uh, say she transferred you over to claims. Yes, sir. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Oh sorry yeah uh yeah I'm calling for the APO.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, sorry, um, I have a patient here. Uh, they have APL and I just wanted to verify that they, uh, their insurance was active.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right. What's your patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you so much for that. It looks like Etomia is the insured on this medical supplemental plan, and you're trying to get benefits. Is that correct to make sure they're active? Is that correct?
[CUSTOMER][NEUTRAL] Yeah, I was trying to see if it was active.
[AGENT][NEGATIVE] Yeah, because I do show that the effective date on this uh plan was [PII], but I do show that it has termed here on [PII]. So as of today they do not have anything active here at all.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So their insurance is inactive?
[AGENT][NEUTRAL] That is correct. It is terminated on [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right, was that all I can help you with? OK, well, thanks so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK, that would be all I need.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.