AccountId: 011433970860
ContactId: b23c2268-446c-459a-a2c8-4db5648fa715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149820 ms
Total Talk Time (AGENT): 71588 ms
Total Talk Time (CUSTOMER): 62792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/b23c2268-446c-459a-a2c8-4db5648fa715_20250218T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good, good morning, [PII]. My name is [PII]. I am calling because I wanna check if um a patient is still active with you guys.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Uh, can you please uh give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, [PII].
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] [PII]. OK, thank you. I appreciate that. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, policy number is 1404086. Patient's name is [PII]. I think it's how you pronounce it [PII] And date of birth [PII].
[AGENT][POSITIVE] OK, thank you. Let me pull that policy up for us real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I do show that this policy for Ms. [PII] is lapsed. It's no longer active, effective [PII].
[AGENT][NEUTRAL] But let me look and see if she does have an active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She does have an active policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Ready.
[AGENT][NEUTRAL] It's 179.
[AGENT][NEUTRAL] 7906.
[CUSTOMER][NEUTRAL] OK. Let me just confirm that. It's gonna be 1797906, correct?
[AGENT][NEUTRAL] Yes, that's correct, and that policy is active, effective [PII] and paid to current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 71. OK, perfect. All right, thank you very much for. Can I just lastly bother you for the letter of your last minute call reference number if you have one?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII]. It's [PII] and the last initial is [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. I appreciate your help. You have a lovely day, [PII].
[AGENT][POSITIVE] You too, Ms. [PII], you have a blessed one. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. You too.
[AGENT][NEUTRAL] Bye-bye.