AccountId: 011433970860
ContactId: 9243f600-266e-48e4-9b0d-2fd59cabaf6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155350 ms
Total Talk Time (AGENT): 47583 ms
Total Talk Time (CUSTOMER): 38203 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/2025/02/05/9243f600-266e-48e4-9b0d-2fd59cabaf6f_20250205T16:20_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Scripps Memorial Hospital, and I'm trying to follow up on a not really a claim denial, but trying to find out when the member's coverage terminated.
[AGENT][NEUTRAL] OK, and I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is 02033177.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] OK, give me one moment please.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for that information, [PII].
[AGENT][NEUTRAL] And we're looking for the termination date?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So she had a more recent policy other than the one that you provided, which is no longer active, but do you want the most recent one?
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's 219.
[AGENT][NEUTRAL] 981 6.
[AGENT][NEUTRAL] And the termination date is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she has no active policies with you all, is that what you're saying?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK and the policy that I gave you, when did that one time?
[AGENT][NEUTRAL] [PII] of [PII].
[CUSTOMER][NEUTRAL] OK, do you guys give out reference numbers, [PII]?
[AGENT][NEUTRAL] You'll use my name in today's state is your reference. T as in Tom, O N Y A. First initial last name is [PII]. Any other questions we can help out with today?
[CUSTOMER][POSITIVE] No, that was it thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You