AccountId: 011433970860
ContactId: bd7f7273-4bd9-4cfd-b3b8-f48cdcadbed5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102290 ms
Total Talk Time (AGENT): 47951 ms
Total Talk Time (CUSTOMER): 50374 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/bd7f7273-4bd9-4cfd-b3b8-f48cdcadbed5_20250121T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi there, my name's [PII]. I'm calling with Advanced pain management. Um, I just wanted to check on the eligibility status for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][NEUTRAL] OK. Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] Uh patient's name is [PII] and then [PII].
[AGENT][NEUTRAL] Yes, ma'am. And what's Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] like little cooking.
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] Uh, it's 02300714 ML8.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][POSITIVE] I like, I like the, the two white brownies a couple of stuff.
[AGENT][NEUTRAL] OK, I do show that this policy for Ms. [PII] is no longer active. The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] But I'm going to check to see if she does have an active policy on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She does not, she does not have an active policy with us.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] OK perfect and you said it ended uh at the start of this year [PII]?
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] All right perfect thank you so much for checking.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a great week and thanks for calling APL.
[CUSTOMER][POSITIVE] You too have a good one bye bye.
[AGENT][NEUTRAL] Bye bye, ma'am.