AccountId: 011433970860
ContactId: a715e3b3-104a-4b5b-83e0-5e2567d22832
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117599 ms
Total Talk Time (AGENT): 40228 ms
Total Talk Time (CUSTOMER): 60031 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/a715e3b3-104a-4b5b-83e0-5e2567d22832_20250113T19:09_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just want to check the eligibility of the patient. Can you help me out, please?
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 002258745 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, thank you. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][POSITIVE] OK, thank you for that information and we're just checking the eligibility dates, [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, I'm showing the policy effect.
[CUSTOMER][NEUTRAL] Ef today
[AGENT][NEUTRAL] I'm showing the policy effective date is [PII]. This policy is no longer active as of [PII], and there is no active coverage for this patient at this time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] This year
[CUSTOMER][NEUTRAL] When is the
[CUSTOMER][NEUTRAL] [PII] on [PII]. Am I right?
[AGENT][NEUTRAL] This year, [PII].
[CUSTOMER][POSITIVE] Yeah, OK. You say [PII]. OK, sure. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Anything else?
[CUSTOMER][POSITIVE] Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Shuti, date of service [PII]. Tamai [PII], you know, active aid la.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Are you speaking with me, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK. Do you