AccountId: 011433970860
ContactId: 9d704852-28c5-42cf-88fd-2fd7e2d28c48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213169 ms
Total Talk Time (AGENT): 53100 ms
Total Talk Time (CUSTOMER): 44527 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/9d704852-28c5-42cf-88fd-2fd7e2d28c48_20250205T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], I'm calling to get outpatient benefits for our patients.
[AGENT][POSITIVE] All [PII]. I can help you. What's your name.
[CUSTOMER][NEUTRAL] [PII] and the first initial to my last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said this is outpatient facility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] 01816250
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And what is the patient's uh name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm showing an effective date of [PII].
[AGENT][NEUTRAL] Uh, this policy is active.
[AGENT][NEUTRAL] Uh, give me just a second.
[AGENT][NEUTRAL] [PII] has been removed. Let me verify the date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Uh, this was effective [PII].
[AGENT][NEUTRAL] She's no longer on this plan?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she was removed or it's just like terminated?
[AGENT][NEUTRAL] You know, the policy is active. She's not active under the policy. She's a dependent and she has been removed from the policy.
[CUSTOMER][NEUTRAL] For OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, do you know the date it was that she was removed just so I can let her know.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, I'll go ahead and inform her in case she's not aware. Thank you so much, uh, [PII]. Can I have a reference number for this call?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. [PII] last [PII]. Any other questions I could help out with today?
[CUSTOMER][POSITIVE] That is all thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.