AccountId: 011433970860
ContactId: a4a85767-6133-4540-abc9-174b526df36d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188220 ms
Total Talk Time (AGENT): 56008 ms
Total Talk Time (CUSTOMER): 83486 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/a4a85767-6133-4540-abc9-174b526df36d_20250313T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling you because I would like to check eligibility for a patient.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Sure it is.
[CUSTOMER][NEUTRAL] 02079001.
[AGENT][NEUTRAL] All right, thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure it is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, so.
[AGENT][NEGATIVE] I'm not showing that that the plan is effective. It looks like for [PII], it's only showing active for the subscriber, which is [PII].
[CUSTOMER][NEUTRAL] [PII] OK let me.
[CUSTOMER][NEUTRAL] A for.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But did she have covers any.
[CUSTOMER][NEGATIVE] Like any drench or something or she didn't have coverage at all.
[AGENT][NEUTRAL] I only show active coverage for [PII]. I don't show any other active coverage for any of the other dependents.
[CUSTOMER][NEUTRAL] Um oh.
[CUSTOMER][NEUTRAL] So let's see.
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][NEUTRAL] OK, well, no problem then, uh, let's say.
[CUSTOMER][NEUTRAL] No coverage found. And may I have your name again and a reference number for this call?
[AGENT][NEUTRAL] Yes, call reference is my name with my last initials and today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great. And lastly, before we, uh, I almost forgot.
[CUSTOMER][NEUTRAL] What's the subscriber eligibility date just in case.
[AGENT][NEUTRAL] Effective date is [PII].
[CUSTOMER][NEUTRAL] Chikar, right? Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Excellent. So thank you so much for your help. So that'll be all. Have a nice day and stay safe.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.