AccountId: 011433970860
ContactId: a8c23e6d-2a90-4b87-b82c-65cfc2e121d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180699 ms
Total Talk Time (AGENT): 63690 ms
Total Talk Time (CUSTOMER): 66226 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/a8c23e6d-2a90-4b87-b82c-65cfc2e121d8_20250417T21:12_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, just wanna um confirm a patient's insurance coverage is still active.
[AGENT][POSITIVE] OK, I'm happy to check on eligibility. What's your policy number?
[CUSTOMER][NEUTRAL] Policy is 14774.
[AGENT][NEUTRAL] 14774.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Right, that's not bringing up anything. Do you have their name or social?
[CUSTOMER][NEUTRAL] Mm, I have a, a name.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know if I have a social hold on me.
[CUSTOMER][NEUTRAL] Do this.
[CUSTOMER][NEUTRAL] Do this.
[CUSTOMER][NEUTRAL] I do not have a social. I have a member ID.
[AGENT][NEUTRAL] Uh, where does the patient reside in the state of [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is his date of birth?
[CUSTOMER][NEUTRAL] If they were just uh [PII] hold on that's just started hold on sorry about that.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Or or or.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. And are you looking for dental or medical coverage?
[CUSTOMER][NEUTRAL] Yes, that's all.
[AGENT][NEUTRAL] Dental. OK. Patient does have an active plan with us. Um, the effective date on here is [PII]. Did you want the policy number that I have?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Um, sure, hold on, let me fix this so it has changed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Policy is.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Yeah, 01.
[AGENT][NEUTRAL] 04.
[AGENT][NEUTRAL] 6270.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is it him and his daughter, the one that's active?
[AGENT][NEUTRAL] Um, yes, it looks like him, 2, yeah, 2 dependents and a spouse.
[CUSTOMER][NEUTRAL] Mm, I see his wife's on there so we go, OK.
[CUSTOMER][NEUTRAL] OK, any changes from the last year?
[AGENT][NEUTRAL] Not that I see mm.
[CUSTOMER][POSITIVE] All right sounds great alright I appreciate it very much and I'll get this changed in the computer.
[AGENT][NEUTRAL] Anything else?
[AGENT][POSITIVE] All right, sounds good. Have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Uh-huh. Bye bye.