AccountId: 011433970860
ContactId: b846e94e-83f6-4257-9c84-b6288c3f830f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291200 ms
Total Talk Time (AGENT): 75992 ms
Total Talk Time (CUSTOMER): 59565 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/b846e94e-83f6-4257-9c84-b6288c3f830f_20250416T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? I'm [PII] from Bob to registration. I'm trying to verify some um accounts for eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is um 2503292.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Looks like this policy is effective [PII] and it's currently active.
[CUSTOMER][NEUTRAL] OK, let me know when I can give you the other one.
[AGENT][NEUTRAL] Is it for the same uh family or different?
[CUSTOMER][NEUTRAL] Oh no it's different and patient.
[AGENT][POSITIVE] Oh, OK, cool
[CUSTOMER][NEGATIVE] Sorry, I sent an email with a few of them but they haven't responded.
[AGENT][POSITIVE] OK, yeah, no worries.
[AGENT][NEUTRAL] OK, what's the next one, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It's 01679302.
[AGENT][NEUTRAL] And what's the date of birth?
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] Uh it looks like this policy termed 112025. Let me see if there's an active one.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Uh, yeah, so it looks like he has a more recent policy. Um, let me give you that number. It is 258-2217.
[AGENT][NEUTRAL] That policy is effective [PII] and it's current currently active.
[CUSTOMER][NEUTRAL] Sorry, what was the policy? Sorry.
[AGENT][NEUTRAL] Uh, policy is 2582217.
[CUSTOMER][NEUTRAL] 12
[CUSTOMER][NEUTRAL] 17 active OK.
[AGENT][NEUTRAL] And did you have another policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02141677.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] And [PII] [PII].
[AGENT][NEUTRAL] Looks like the policy term 11 2024. Let me see if there's an active one.
[AGENT][NEUTRAL] OK, the active policy is 249-6852.
[AGENT][NEUTRAL] And that effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] That's it for now.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK, likewise, me.
[AGENT][NEUTRAL] Right