AccountId: 011433970860
ContactId: cb2d8cc0-c82d-4bc6-ad5c-31e49ac24edc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188589 ms
Total Talk Time (AGENT): 43815 ms
Total Talk Time (CUSTOMER): 74952 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/cb2d8cc0-c82d-4bc6-ad5c-31e49ac24edc_20250416T14:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Hospital. Can you hear me?
[AGENT][POSITIVE] Yes I can.
[CUSTOMER][NEUTRAL] I would like to check on the patient eligibility. Can you please assist me on this, [PII]?
[AGENT][POSITIVE] Yes, I can help you with eligibility. [PII], do you have a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, sure. I do have a callback number. Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, I got it. Just one second. Yeah the policy number start with the 02.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] 38
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient last name is [PII].
[CUSTOMER][NEUTRAL] And the first name is [PII]
[CUSTOMER][NEUTRAL] And with
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like this policy is termed. Let me see if there's an active policy.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, OK, or else, can you please try again with the member 8 in the last number replacing 7 into 8.
[AGENT][NEUTRAL] Um, the policy number should be 249-7682.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 249-7682, am I right?
[AGENT][NEUTRAL] Uh, this policy is effective [PII]. It is currently active no term date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the policy number is 249768. I'm right, sir?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, do you, can you able to see, check on that? Is there any other policy or patient now?
[AGENT][NEUTRAL] No, this is the policy that's active.
[CUSTOMER][NEUTRAL] Oh, OK. It's the secondary, right?
[CUSTOMER][NEUTRAL] I'm right, [PII]?
[AGENT][NEUTRAL] Yes, it's a secondary, yes.
[CUSTOMER][NEUTRAL] Oh, OK. Can you please spell your name for me?
[AGENT][NEUTRAL] [PII], first initial to last name, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This is, OK, thanks for assisting. Do you have any questions for this call?
[AGENT][NEUTRAL] Uh, it's just my name and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. OK, thank you, [PII]. Thanks for assisting. Nice to talk with you. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL you as well.
[AGENT][NEUTRAL] Bye bye.