AccountId: 011433970860
ContactId: dbc60480-9c93-498f-8995-f77f69299f92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157600 ms
Total Talk Time (AGENT): 67693 ms
Total Talk Time (CUSTOMER): 47639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/dbc60480-9c93-498f-8995-f77f69299f92_20250311T18:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes. Um, my name is [PII]. I'm calling you from uh Central Health. I was trying to verify a patient's eligibility.
[AGENT][NEUTRAL] OK. Sure, I can assist you with that eligibility.
[AGENT][NEUTRAL] OK. OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have their social um it's [PII].
[AGENT][NEUTRAL] Mm, OK. Be, bear with me, Miss [PII]. Bear with me. I have to pull another system for that, OK? One moment.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh, yeah, that's fine.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, go ahead with the social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, may I have the name of the patient?
[CUSTOMER][NEUTRAL] So, it's gonna be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And you say you need eligibility and what type of service you render?
[CUSTOMER][NEUTRAL] Eligibility and benefits.
[AGENT][NEUTRAL] For what type of service?
[CUSTOMER][POSITIVE] Oh, I'm so sorry. Um, for hospital wise, uh, just an office visit.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], the policy that I did find under that policy under that social, I'm sorry, um, is terminated. Um, let me go ahead and give you the information. This policy was effective from [PII] and it terminated [PII]. There's no other policies with us.
[AGENT][NEUTRAL] I miss car down.
[CUSTOMER][NEUTRAL] The [PII] had terminated [PII].
[AGENT][NEUTRAL] Mhm. Yes, mhm.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][POSITIVE] Alright, well, those were all my questions for you. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.