AccountId: 011433970860
ContactId: ac0032ff-3f01-4154-b860-4bec67b6b6aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191759 ms
Total Talk Time (AGENT): 81590 ms
Total Talk Time (CUSTOMER): 67685 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/ac0032ff-3f01-4154-b860-4bec67b6b6aa_20250507T13:42_UTC.wav
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[AGENT][NEUTRAL] Contacting HTML. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, good morning. My name is [PII] from Allergy Partners. I am, uh, trying to confirm eligibility for eligibility and benefits for a patient.
[AGENT][POSITIVE] I can certainly have it to go on and and what is that for me?
[CUSTOMER][NEUTRAL] I'm very sorry you uh the line is cutting in and out. What was the question?
[AGENT][POSITIVE] Um, thank you, I can certainly help with eligibility and benefits. What's the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] It might begin with a 01 or 02, uh sometimes it's listed as the member number.
[CUSTOMER][NEUTRAL] Uh, there's a 01 at the beginning.
[AGENT][NEUTRAL] Yes, what is that number please?
[CUSTOMER][NEUTRAL] Oh yes, I'm so sorry, uh 01896417.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Uh, yes, I am calling for [PII] Senior. Date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. [PII], is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yes, my direct phone number is [PII].
[AGENT][NEUTRAL] OK, thank you very much. So, first of all, the policy went into effect on [PII].
[AGENT][NEUTRAL] Um, and, uh, [PII] had this policy until [PII]. Now, as of [PII], the policy lapsed, and I'm not finding anything else for him. I'm not showing that he has any other policy beyond that, so we're talking about a future date, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you know that coming appointment, this policy has lapsed. Uh, if we are talking about a period of time between [PII] and [PII], then we can certainly help with benefits, um.
[AGENT][NEUTRAL] But that that was when he was eligible.
[CUSTOMER][NEUTRAL] Mhm I am.
[CUSTOMER][NEUTRAL] OK, I'm so sorry, uh, for interrupting. Uh, what was the termination date again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and OK, so it's no longer renewed. OK, alright, thank you very much for checking and if I may just get a reference number to our call and your name again please.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else at all that I need help?
[CUSTOMER][POSITIVE] Uh, that is it for today. Thank you. Have a good day.
[AGENT][POSITIVE] OK then thanks for contacting us.