AccountId: 011433970860
ContactId: c2265307-8a90-4763-af41-3bc20570a401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99220 ms
Total Talk Time (AGENT): 36488 ms
Total Talk Time (CUSTOMER): 43423 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/c2265307-8a90-4763-af41-3bc20570a401_20250410T16:56_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, I'm calling today to see if um I could get a little bit of a patient eligibility.
[AGENT][POSITIVE] OK, yeah, I'm happy to check patient eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEGATIVE] Kind of hard to read the cards so the scan of the cards only.
[CUSTOMER][NEUTRAL] It's 023077 I'm sorry 880.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 23 yeah yeah 02307880 yeah.
[AGENT][POSITIVE] OK, let's give that a go here.
[AGENT][NEUTRAL] What's the patient's uh name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII], um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So looks like member plan effective date for [PII], it has terminated as of [PII]. I don't show any other active coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that's what I need to know. Thank you so much. Yeah, they've got it listed as one of his insurance. It's got listed one of his insurance. I was like, OK, let me call on that.
[AGENT][POSITIVE] All right. You're welcome.
[CUSTOMER][POSITIVE] OK, thank thank you ma'am I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.