AccountId: 011433970860
ContactId: 92b8a62d-9123-451a-82a4-2a95b28e7e49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110050 ms
Total Talk Time (AGENT): 39714 ms
Total Talk Time (CUSTOMER): 47259 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/92b8a62d-9123-451a-82a4-2a95b28e7e49_20250424T13:12_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. Um, I'm calling in regards to check eligibility for a patient's insurance.
[AGENT][NEUTRAL] I can help you with eligibility. What's your name?
[CUSTOMER][NEUTRAL] What? I'm sorry, can you repeat that?
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] Oh, my name is [PII].
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] The policy number is 1265689.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII] and it'll be option one for front desk.
[AGENT][NEUTRAL] OK. And you said that.
[AGENT][NEUTRAL] Option one, OK, you said that you're just checking eligibility dates?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that. I do have the eligibility dates for you. I'm showing effective [PII]. Uh, the policy is active at this time. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yes, ma'am. Was there any lapse in coverage?
[AGENT][NEUTRAL] No, so it's from the effective date that I provided through the date, the current date.
[CUSTOMER][NEUTRAL] Between now and
[CUSTOMER][POSITIVE] OK, OK, thank you so much I appreciate that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.