AccountId: 011433970860
ContactId: b31221a8-0a61-494d-a2ba-8f837d7278f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131529 ms
Total Talk Time (AGENT): 49560 ms
Total Talk Time (CUSTOMER): 56031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/b31221a8-0a61-494d-a2ba-8f837d7278f2_20250303T19:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] calling from Baylor Cotton. Why to check on the patient eligibility. Could you help me for that?
[AGENT][NEUTRAL] Uh, yes, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And spell your name for me, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, give me one moment.
[CUSTOMER][NEUTRAL] OK, the policy number is 016.
[CUSTOMER][NEUTRAL] 653-87.
[AGENT][NEUTRAL] You said 87?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Contact number is [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK. The patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling to verify eligibility and benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Well, I'm showing they had a policy with us. Uh, looks like it terminated [PII]. I don't sure if she has any active coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, in your end, there is no active coverage on file for this member, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, perfect. OK. May I get your last initial and call reference number?
[AGENT][NEUTRAL] Uh, last initial is Q as in Quebec, and we don't give call reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a great day, [PII]. Bye-bye.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you.