AccountId: 011433970860
ContactId: bec49af2-bc43-4c2c-8842-f6c3954afcd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587479 ms
Total Talk Time (AGENT): 220254 ms
Total Talk Time (CUSTOMER): 210595 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/bec49af2-bc43-4c2c-8842-f6c3954afcd8_20250512T15:01_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm [PII]. Sorry, what's your name?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And what is yours?
[CUSTOMER][NEUTRAL] Um, I'm [PII] from back to her registration. I'm trying to, um, I'm calling to verify for insurances for uh eligibility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility information. May I please get your call back number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The name is [PII], and date of birth [PII]. The policy is 01659454.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] I do show that this policy for [PII] is no longer active and the policy did terminate on [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] He has no active policies on on file at the time with our company.
[CUSTOMER][NEUTRAL] So [PII] was.
[CUSTOMER][NEGATIVE] Not active anymore.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] He did um get another policy issued after then that is also lapsed from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And he's also
[AGENT][NEUTRAL] Ma'am, can you repeat the question? Hello, I can.
[CUSTOMER][NEUTRAL] Hello? And it's also inactive?
[AGENT][NEUTRAL] Right. And it's also inactive.
[CUSTOMER][NEUTRAL] But it was from January, OK, but this, this happened on [PII]. Was he covered by any insurance?
[AGENT][NEUTRAL] Yes, and let me give you the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the policy number is 250.
[AGENT][NEUTRAL] 2440.
[AGENT][NEUTRAL] The effective date of the policy is [PII].
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] So that will cover for March, OK, cause he had 3 visits in March.
[AGENT][NEUTRAL] OK, yes ma'am, he was covered for March, um, policy didn't terminate until [PII].
[CUSTOMER][NEUTRAL] And, and just to confirm, the policy is 2,502,440?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Alright, it's just like
[CUSTOMER][NEUTRAL] I know.
[AGENT][POSITIVE] Oh, OK, yes ma'am, that's right.
[CUSTOMER][NEUTRAL] And I have another policy.
[AGENT][NEUTRAL] OK, let me put my note in this one. We'll move on to the next one, OK.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so we need or the car.
[CUSTOMER][NEUTRAL] But the key is reporting that [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and what's the next member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], date of birth [PII] and the policy is 02-272780.
[AGENT][NEUTRAL] OK, let me pull that one up.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that this policy for Ms. [PII] is no longer active. Um, the policy did end on [PII].
[AGENT][NEUTRAL] And let me check to see if she has any any active policies.
[CUSTOMER][NEUTRAL] a.
[AGENT][NEUTRAL] She does. Let me give you the good policy number.
[AGENT][NEUTRAL] The good policy number is 238877.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] The effective date of the policy.
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] 238-8727 is the policy number.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the effective date is [PII] and the policy is current and active.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][NEUTRAL] Just one more, yeah, I have 2 more, sorry.
[AGENT][NEUTRAL] OK, let me put my number in this one and we'll move on to the next one.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][POSITIVE] Thank you, yeah. OK.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] OK, you said a quick access [PII] if I of forward.
[AGENT][NEUTRAL] OK, and what's the next member's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] [PII] and the date of birth [PII].
[CUSTOMER][NEUTRAL] And policy 02408918.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] OK, can you repeat the policy number for me please?
[CUSTOMER][NEUTRAL] Yeah, 024.
[CUSTOMER][NEUTRAL] 08918.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, and I do show that this policy for [PII] is no longer active. This policy terminated on [PII].
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] So yeah, a couple
[CUSTOMER][NEUTRAL] For.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Maybe not.
[AGENT][NEUTRAL] She does have a new active policy, and let me give you the policy number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 254-2048.
[CUSTOMER][NEUTRAL] me.
[AGENT][NEUTRAL] And the policy's effective date is [PII] and it is active and current.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what is the next member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] The last one is [PII], date of birth, [PII].
[CUSTOMER][NEUTRAL] And the policy is 02479294.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull that one.
[AGENT][NEUTRAL] Alright, I do show that this is an active policy. The effective date of this policy is [PII], and it's current and active.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. Is that everything I can help today?
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] You're welcome. I hope you have a wonderful week and thank you for calling APL.
[CUSTOMER][NEUTRAL] Likewise.
[AGENT][NEUTRAL] Mhm bye.