AccountId: 011433970860
ContactId: d500e6c4-e9d4-4544-8480-b4ef9957dfe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166639 ms
Total Talk Time (AGENT): 74460 ms
Total Talk Time (CUSTOMER): 48544 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/d500e6c4-e9d4-4544-8480-b4ef9957dfe9_20250407T13:59_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling to check um other um benefits for a patient, pardon.
[AGENT][NEUTRAL] OK, I can assist with that. And uh what is your callback number?
[CUSTOMER][NEUTRAL] Of course, callback number is [PII].
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what is your policy number please?
[CUSTOMER][NEUTRAL] Policy number is 9744715.
[AGENT][NEUTRAL] OK, that was 9744715.
[AGENT][POSITIVE] Is that right? OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that is not one of our policy numbers. I don't know, let's see one moment.
[CUSTOMER][NEUTRAL] the phone number?
[AGENT][NEUTRAL] No, that's not the policy number.
[CUSTOMER][NEUTRAL] They do have a different
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Let me give you a different number 1,813,110.
[AGENT][NEUTRAL] OK, that was 1,813,110. Let me try that for you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and you're calling for benefits. I can help you. And with this particular policy, it shows it termed as of [PII]. Uh, 1 moment please, let me check to see if there's an active policy on it. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do not show an active policy on file for [PII], um.
[AGENT][NEUTRAL] Is it for claim, a claim that was in the.
[AGENT][NEUTRAL] Or just for services rendered upcoming services rendered.
[CUSTOMER][NEUTRAL] Uh, upcoming services render we're looking for, uh, co-pay eligibility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, no, ma'am. The policy that I did find, um, it turned as, uh, or the most recent termed as of [PII]. I do not show an active policy for Madison.
[CUSTOMER][POSITIVE] OK perfect I'll go ahead and make a note of that.
[AGENT][NEUTRAL] OK. And anything else I can help you with?
[CUSTOMER][POSITIVE] No, that would be all. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good week thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.