AccountId: 011433970860
ContactId: bb45880e-5e31-48af-a014-0991f32c25ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396820 ms
Total Talk Time (AGENT): 68170 ms
Total Talk Time (CUSTOMER): 94169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/bb45880e-5e31-48af-a014-0991f32c25ef_20250401T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is one of the patient. Can you help me with that?
[AGENT][NEUTRAL] I'm so sorry, it's cutting out um pretty bad. Uh, could you repeat that?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I just want to check eligibility. Can you help me with?
[AGENT][NEUTRAL] We're just needing to check eligibility.
[CUSTOMER][NEUTRAL] Yes, I just want to check the patient is back or not.
[AGENT][POSITIVE] Sure, I can check that for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 01659143 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Can I.
[CUSTOMER][NEUTRAL] Name is uh [PII].
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Event.
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], um, they did have another policy that terminated, uh, [PII], but that was the last policy they had with us.
[CUSTOMER][NEUTRAL] It is the
[AGENT][NEUTRAL] I'm sorry, you're cutting out really bad could you repeat that?
[CUSTOMER][NEUTRAL] Uh, policies are, uh, active or inactive?
[AGENT][NEUTRAL] It is not active. The last policy they had terminated [PII].
[CUSTOMER][POSITIVE] A so fast.
[CUSTOMER][NEUTRAL] 202. OK. Can you spell your name, please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I have one more, just, I have one more, just help me with that.
[AGENT][NEUTRAL] Another, uh, we need you to check eligibility for another member?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, that, um.
[CUSTOMER][NEUTRAL] 949-976384.
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] 949-976384.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's gonna be too long to be one of our policy numbers.
[CUSTOMER][POSITIVE] OK, sure. Thank you so much, ma'am. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This is hello, ma'am. This is
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Have a good.
[CUSTOMER][NEUTRAL] OK I mean.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh good.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK