AccountId: 011433970860
ContactId: a87832ae-5cf0-4d3b-ba5e-826479d161c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171970 ms
Total Talk Time (AGENT): 45101 ms
Total Talk Time (CUSTOMER): 101768 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a87832ae-5cf0-4d3b-ba5e-826479d161c3_20250624T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Memorial Pembroke. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. I'm just trying to get to see if a patient's insurance is active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, and I'm sorry I missed your name. What was that?
[CUSTOMER][POSITIVE] I can help you
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number I have, I have the member ID which is 1427-561M as in Mary, L as in love 7.
[AGENT][NEUTRAL] OK, and then do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, give me a second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Little girl
[AGENT][NEUTRAL] OK, you have the patient, uh, name and date of birth?
[CUSTOMER][NEUTRAL] I do. The first name is [PII] Last name [PII]
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, and that policy number was 1427561?
[CUSTOMER][NEUTRAL] Uh, give me one second, so the member ID number I have is 1427561ML7.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And I'm sorry, what's your name again?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK, it looks like, uh, looking like this is just a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Parents that are covered. Let me look at the most recent.
[AGENT][NEUTRAL] Depends on
[CUSTOMER][NEUTRAL] Yeah, so the parent is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the parent's name, so it's probably under the parent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like the policy actually terminated the last active policy date we have on file. It termed 31-2024.
[CUSTOMER][NEUTRAL] Do you need help?
[CUSTOMER][NEUTRAL] OK, so their last active policy was when again? I'm sorry, your phone was breaking up.
[AGENT][NEUTRAL] Uh, it, uh, terminated 31-2024.
[CUSTOMER][NEUTRAL] 31 2024.
[CUSTOMER][NEUTRAL] So it terminated on 31.
[CUSTOMER][NEUTRAL] So let me write it in the notes it was terminated.
[CUSTOMER][POSITIVE] 3120 24. OK, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye bye.