AccountId: 011433970860
ContactId: 94b010d6-88f9-4aaa-bf43-281492f1d190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127120 ms
Total Talk Time (AGENT): 51726 ms
Total Talk Time (CUSTOMER): 54091 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/94b010d6-88f9-4aaa-bf43-281492f1d190_20250115T16:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office.
[AGENT][NEUTRAL] How can I help you, [PII]?
[CUSTOMER][NEUTRAL] Uh, I just wanted to check this number, sir.
[CUSTOMER][NEUTRAL] Eligibility, uh, effective date and term date.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] I can help you. And what's your, what's the policy number? Uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the policy number would be 02496781.
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] And the callback number will be [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, I missed your name.
[AGENT][NEUTRAL] [PII], first initial last name is [PII], and you'll use my name in today's status reference for today's call. [PII], can you verify the patient's name?
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] So, I apologies for that. And your name was [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] NYU. Thank you so much. And the member's name will be [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you for that. And you're just wanting the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yeah, is active?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, the policy effective date is [PII]. The policy is active at this time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, there is any other policies for this number?
[AGENT][NEUTRAL] This is the policy that they have with ATL.
[CUSTOMER][NEUTRAL] OK. There's no other policy.
[CUSTOMER][NEUTRAL] For this, for this number.
[AGENT][NEUTRAL] OK, I'm giving you the effective date of the policy number of the policy that they have.
[CUSTOMER][NEUTRAL] Yes, yes, sir.
[CUSTOMER][NEUTRAL] OK. There is no secondary pay for this number.
[AGENT][NEUTRAL] OK, we can't verify. I can just give you information on our policy. They have one policy with APL.
[CUSTOMER][POSITIVE] OK. Thank you so much for that information.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] Uh, no, thank you so much.
[AGENT][POSITIVE] Alrighty thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] You too. Take care. Bye.
[AGENT][NEUTRAL] Uh bye-bye.