AccountId: 011433970860
ContactId: c5622244-3639-470e-a24c-9db4d093bfd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136860 ms
Total Talk Time (AGENT): 52570 ms
Total Talk Time (CUSTOMER): 49330 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/c5622244-3639-470e-a24c-9db4d093bfd5_20250217T16:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I need to verify patient is active on a plan.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient, please.
[CUSTOMER][NEUTRAL] 01978792
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][POSITIVE] Alright, thank you. Well, [PII], it would be a pleasure to assist you with the eligibility um and benefits for the patient. I'm showing that [PII]'s policy is active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, you don't see no future termination date.
[AGENT][NEUTRAL] Effective date
[AGENT][NEUTRAL] No future termination date on file.
[CUSTOMER][NEUTRAL] OK, is there any way you can fax that information to me?
[AGENT][POSITIVE] Yes, well, I can give you um a breakdown.
[CUSTOMER][NEUTRAL] Well, I already have it. I just want to, uh, we already have uh we'll make sure he's just active on the plan.
[AGENT][NEUTRAL] OK, I don't have an eligibility fact just to break down facts.
[CUSTOMER][NEUTRAL] OK then I'll just, um, that's fine you can send that one then too.
[AGENT][NEUTRAL] So you're on another breakdown?
[CUSTOMER][NEUTRAL] Yeah, that'd be fine.
[AGENT][NEUTRAL] OK, bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let see. Let me see here you come.
[AGENT][NEUTRAL] And it'll just have the effective date on the policy.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, I apologize, bear with me just one second.
[CUSTOMER][NEUTRAL] Oh, no, no, no, you're fine.
[CUSTOMER][NEUTRAL] Just make sure you watch him since he was uh on his bottom but so you don't want him.
[CUSTOMER][NEUTRAL] for a couple hours.
[CUSTOMER][NEUTRAL] Yeah.