AccountId: 011433970860
ContactId: 9828b2e7-ad12-4f6f-a177-183291c3e63d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115779 ms
Total Talk Time (AGENT): 56297 ms
Total Talk Time (CUSTOMER): 35647 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/9828b2e7-ad12-4f6f-a177-183291c3e63d_20250226T13:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning, [PII]. I am calling on to verify eligibility for a patient, please.
[AGENT][NEUTRAL] OK, I can help you. Can I get your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], what's the policy number, [PII] and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes. My phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01618723.
[AGENT][POSITIVE] Thank you for that information, one moment.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] So the policy number that you provided um 01618723 uh became effective [PII], it lapsed [PII]. Um, there was a policy since that time under number 193.
[AGENT][NEUTRAL] 9331.
[AGENT][NEUTRAL] With an effective date of [PII], uh, this policy is no longer active as of [PII], so I don't show any active coverage for this patient at this time.
[CUSTOMER][NEUTRAL] Oh, OK, [PII]. And do you give out any reference numbers for phone calls?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, spelled [PII] A, first initial last name is [PII]. And any other questions, [PII] I can help out with today?
[CUSTOMER][POSITIVE] No, that is all. Thank you very much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.