AccountId: 011433970860
ContactId: d8ce7fef-1033-46ae-9400-c9a08bb3c80a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149820 ms
Total Talk Time (AGENT): 56351 ms
Total Talk Time (CUSTOMER): 69810 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/d8ce7fef-1033-46ae-9400-c9a08bb3c80a_20250218T20:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, the phone was cutting out a little bit. Did you say your name was [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and the initial of my last name is [PII] and I'm calling from West County Radilogy Group.
[CUSTOMER][NEUTRAL] I was thinking that this plan was usually a secondary plan um so I'm wanting to see if in fact you show that it's still active or if you're showing that it's terminated.
[AGENT][NEUTRAL] OK, I can um get the eligibility on the policy for you, Miss [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] Direct dial [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 02136497.
[CUSTOMER][NEUTRAL] The patient, last name is [PII], first name [PII]
[CUSTOMER][NEUTRAL] [PII]'s date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me look that policy up real quick for you so I can get that eligibility.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] You're very welcome. OK, I do show that this policy for [PII] is no longer active. It did a lapse on [PII].
[AGENT][NEUTRAL] I'm checking to see if he has an active policy.
[AGENT][NEUTRAL] He does not. There are no active policies with our company at this time.
[CUSTOMER][NEUTRAL] Alright, and [PII], one last question just for documentation purposes, may I get the uh initial to your last name and if you have a call reference number for our call today.
[AGENT][NEUTRAL] Yes ma'am, um, my last name initial is [PII], and you can use my name and today's date for your reference number.
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][POSITIVE] You're very welcome. You have a good day too. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright goodbye.
[AGENT][NEUTRAL] Bye-bye.