AccountId: 011433970860
ContactId: 9bd8547c-0375-4622-b77a-e022bbfea3a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154350 ms
Total Talk Time (AGENT): 70547 ms
Total Talk Time (CUSTOMER): 60368 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/9bd8547c-0375-4622-b77a-e022bbfea3a7_20250108T18:49_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, hi. My name is [PII]. I'm calling from provider's office, checking on eligibility verification.
[AGENT][POSITIVE] OK perfect and can I get, I'm so sorry, can I get your name again?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] May I know yours, please?
[AGENT][NEUTRAL] Yes, it's [PII] initial last name, [PII], and also can I have that um callback number of yours?
[CUSTOMER][POSITIVE] Mhm. Thank you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Wonderful, thank you, thank you. And I have that you're calling for eligibility. May I have your patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The member ID number is 02065352.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Give me 1 2nd to get that pulled up.
[AGENT][NEUTRAL] Would you be able to verify for me please your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] and the date of birth, [PII].
[AGENT][POSITIVE] Perfect, thank you. And give me 1 2nd.
[CUSTOMER][NEUTRAL] Uh, for this number, I do want to know about the policy effective date.
[AGENT][NEUTRAL] OK, perfect. So I do see that your patient is no longer active. The policy is terminated. It looks like it was effective from [PII].
[AGENT][NEUTRAL] Or [PII], I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, sir. Could you please repeat the term date again for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For this policy only active for around 2 months, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Uh, as of now, this member doesn't have any active policy under the American public life.
[AGENT][NEGATIVE] Not with us, no.
[CUSTOMER][NEUTRAL] OK. Thank you for the information. And may I know the call reference number, please?
[AGENT][NEUTRAL] You bet you the call reference number is gonna be my name [PII], first initial last name B [PII] in today's date.
[CUSTOMER][POSITIVE] OK, thank you, thank you for the assistance. Have a good day. Bye-bye.
[AGENT][POSITIVE] Bye bye thank you.