AccountId: 011433970860
ContactId: bc5d2683-8e59-48e6-9ff7-0f19f02b735a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214500 ms
Total Talk Time (AGENT): 58731 ms
Total Talk Time (CUSTOMER): 67362 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/bc5d2683-8e59-48e6-9ff7-0f19f02b735a_20250506T19:10_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]. This is [PII]. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Uh yes, I'm doing great as well.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Uh, uh, yes, I'm calling from provider's office. Can you help me with one patient eligibility?
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is 02546457.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I show this policy is terminated on 223-25.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But when I called on [PII],
[CUSTOMER][NEUTRAL] The rep said the uh patient is active.
[AGENT][NEUTRAL] Yeah, I mean it can change at any time based on information we received from the group.
[AGENT][NEUTRAL] So it shows this is terminated [PII] or 22325.
[CUSTOMER][NEUTRAL] No other active policy.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what was the original date then? Because uh when I called last, uh, it is showing that patient does not have any, uh, patient was active.
[AGENT][NEUTRAL] The original effective date was [PII].
[CUSTOMER][NEUTRAL] Uh, no, no, I'm saying, uh, when I called last, uh, they said the patient is active.
[AGENT][NEUTRAL] I understand, but they're not, so it was retro termed back to [PII].
[AGENT][NEUTRAL] So they're they're not active. I don't show another active policy.
[CUSTOMER][NEUTRAL] OK, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. Can you help me with your name? It's [PII] you said?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Uh, yes, and can you help me with the reference number as well?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] OK, sure. Thank you very much for helping me, [PII]. You may have a wonderful day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, can you send me the, uh, fax or terminated policy?
[AGENT][NEUTRAL] I, what are, what are you needing? We just typically only send back.
[CUSTOMER][NEUTRAL] Uh, I need fax.
[AGENT][NEUTRAL] We only send faxes of what's current on the policy, like they're, what if they have a current policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, sure. Thank you very much.
[AGENT][POSITIVE] OK, thank you. Bye-bye.