AccountId: 011433970860
ContactId: ab7f89fa-dae4-4a17-9ceb-b1d6088ee585
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100360 ms
Total Talk Time (AGENT): 44006 ms
Total Talk Time (CUSTOMER): 37867 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/ab7f89fa-dae4-4a17-9ceb-b1d6088ee585_20241231T21:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling to check on eligibility of one of your members. I'm calling from UI Health Patient access.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And Mr. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 01665326.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] What's the name and date of birth of the patient? I'm sorry. OK.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Um, let me check and see if I have a new policy, one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Mm, OK, I don't, um, this one was effective from [PII] and it terminated [PII] and I don't have any other policies for this member.
[CUSTOMER][NEUTRAL] OK, that's perfectly fine. If it's expired or if it returned.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's Terminator.
[CUSTOMER][POSITIVE] Uh, it's their responsibility to contact us and update the insurance. So I wanna thank you for your help and happy New Year to you.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. You as well, Mr. [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] OK thanks bye bye.
[AGENT][POSITIVE] You're welcome.