AccountId: 011433970860
ContactId: 8b3446f8-9a18-4f71-a322-bff7d0050150
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149539 ms
Total Talk Time (AGENT): 74215 ms
Total Talk Time (CUSTOMER): 60512 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8b3446f8-9a18-4f71-a322-bff7d0050150_20250506T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning, sir. I'm calling from a facility to verify this patient's eligibility.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility today. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01659336 ML 8.
[AGENT][NEUTRAL] Thank you. And then if I could grab your first name for documentation.
[CUSTOMER][NEUTRAL] Yes, ma'am. That will be [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I think I, we spoke yesterday. I'm not sure if you see notes there, but the, the patient is saying that he does have coverage, so we're calling again.
[AGENT][NEUTRAL] OK, not a problem. What's the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] So, the policy number that you gave me did term in [PII].
[AGENT][NEUTRAL] So I don't see any other active coverage with us. [PII], I show is the last pay due date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, cause, um, does he maybe have like did it renew? Is there like a new policy?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Under his name or I have his social, nothing like that.
[AGENT][NEUTRAL] No, I mean, when we pulled our policy, we should be able to view any other active policies with us. The members started coverage back in [PII] and I can see those other policy numbers, but I don't see anything past [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII]. Understood and I will, we'll go ahead and let him know, um, he does have a primary, uh, coverage, so that's good he has that now um but thank you so much then. I'll just take a reference number please if you have one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial and today's date. My name again is [PII], that's [PII] and last initial is [PII].
[CUSTOMER][POSITIVE] OK awesome thanks again have a nice day, you take care.
[AGENT][NEUTRAL] You too, bye bye.