AccountId: 011433970860
ContactId: bf93c8d9-be38-4994-b4bc-d43c71cecbe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166919 ms
Total Talk Time (AGENT): 59768 ms
Total Talk Time (CUSTOMER): 71978 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/bf93c8d9-be38-4994-b4bc-d43c71cecbe2_20250121T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] giving you a call, giving you a call. I'm with Genesis Care. We're a billing company for Doctor [PII], and I just needed to check on a, uh, member that you folks have to see if she is still active with you folks.
[AGENT][NEUTRAL] OK [PII], I can help you with the eligibility of an insured. Um, can you please give me your callback number, sir, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yeah, we're yeah we're breaking up a little bit actually right now it's uh [PII].
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] [PII], go ahead, I'm sorry. [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] No, go.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the insured's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And then what's the insured's policy number?
[CUSTOMER][NEUTRAL] And let me just bring that up here.
[CUSTOMER][NEUTRAL] I have 01939564.
[AGENT][NEUTRAL] Thank you. And insured's date of birth, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, let me go ahead and pull that insured in to see about eligibility.
[CUSTOMER][NEUTRAL] Yeah, all I really need is just, you know, if she is active when it was, uh, when it took effect.
[AGENT][NEUTRAL] OK, I can give that to you.
[AGENT][NEUTRAL] Uh, the insured does not, this policy is not active.
[AGENT][NEUTRAL] Uh, it lapsed on [PII].
[AGENT][NEUTRAL] But let me see, I'm gonna look to see, and no, sir, she does not have any active policies with us.
[CUSTOMER][NEGATIVE] Oh jeez, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that's fine. I'll just go ahead and get that, yeah, see we still have her listed here, so and that's why I was calling to check so I will go I will go ahead and get that removed. Thank you so much, [PII]. Is there a reference number or does your system not do that?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Uh, you could just use my name and today's date.
[CUSTOMER][POSITIVE] And today's date? OK, that's perfect. You have yourself a great day today.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You too [PII] thank you so much for calling APL you have a blessed one.
[CUSTOMER][POSITIVE] You too. Take care now.
[AGENT][NEUTRAL] You too. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Mm bye now.