AccountId: 011433970860
ContactId: dc2594fe-4960-4b3c-a55a-ceef34292cec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134880 ms
Total Talk Time (AGENT): 68020 ms
Total Talk Time (CUSTOMER): 42513 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/dc2594fe-4960-4b3c-a55a-ceef34292cec_20250528T14:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Last initial [PII] I am a medical provider and I would like to know if this policy for this patient is active, please.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with eligibility for the patient. May I please get your call back number and the name of the office you're calling from?
[CUSTOMER][NEUTRAL] Sure, my number is [PII] and this is NMed Health.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number, please?
[CUSTOMER][NEUTRAL] All right. Patient's name is [PII]. [PII].
[CUSTOMER][NEUTRAL] Policy number is 02137718.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, looking at this policy, uh, it is no longer active. It did lapse on [PII], but let me check and see if there's an active policy. Yes, ma'am, we do have an active policy. Let me give you that good policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, 258-714-4.
[AGENT][POSITIVE] And he is effective on this policy.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's what I need to know. Thank you so very much. I really appreciate it.
[AGENT][POSITIVE] Well, you're very welcome, Ms. [PII]. I'm glad I was able to help you today. I hope you have a wonderful rest of your day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Have a good day. Bye-bye.
[AGENT][NEUTRAL] Mhm. You too, ma'am. Bye-bye.