AccountId: 011433970860
ContactId: e2aa2244-5e21-4e24-925a-cbdaaac29a9f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428320 ms
Total Talk Time (AGENT): 143186 ms
Total Talk Time (CUSTOMER): 166458 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e2aa2244-5e21-4e24-925a-cbdaaac29a9f_20250512T14:15_UTC.wav
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[AGENT][POSITIVE] Good
[CUSTOMER][NEUTRAL] Hello.
[AGENT][POSITIVE] Yes ma'am, good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? I'm calling from Bay Health registration. I'm trying to verify, um, 5 accounts to make sure it has, um, they're active and good for service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So you're calling for eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] and defense.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] OK, the first policy number is 02477106.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] No just
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] I'm sorry, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Uh, show his effective date was [PII], policy terminated on [PII].
[CUSTOMER][NEUTRAL] I can tell my story
[CUSTOMER][NEUTRAL] OK, let me know when I can get
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what's the next policy number?
[CUSTOMER][NEUTRAL] It's 01
[CUSTOMER][NEUTRAL] 659-9771.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK. Uh, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sha effective date of [PII], policy terminated on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I have another patient
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] Well, I do show they have active coverage on another policy, and when you're ready, I can give you that policy number.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, it is 250-2559.
[AGENT][NEUTRAL] Effective [PII], and the policy is active.
[CUSTOMER][NEUTRAL] I used to pray when
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and what is the next policy number?
[CUSTOMER][NEUTRAL] It's 021-84963.
[CUSTOMER][NEUTRAL] the victim here?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] The motors I pay so much worse by trying to have the world.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm showing this policy, it was effective [PII].
[CUSTOMER][NEUTRAL] She's not she's not.
[AGENT][NEUTRAL] Of [PII], terminated [PII]. Uh, however, they do have a current policy and I'll give you that number when you're ready.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK, my dad
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it's 261-159-4.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I was going to check in with that, but I think.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] are going back.
[AGENT][NEUTRAL] Effective date [PII] and the policy is active.
[CUSTOMER][NEUTRAL] OK they were previously found guilty of murder and about 7 to 8 01846144.
[AGENT][NEUTRAL] OK, and what is next policy number?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK. I've shown effective date of [PII] policy is active.
[CUSTOMER][NEUTRAL] how do they how do they.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] how do they
[CUSTOMER][NEUTRAL] How do they
[AGENT][NEUTRAL] OK. And what is the last policy number?
[CUSTOMER][NEUTRAL] 02291422.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] Perfect. And another policy you said?
[AGENT][NEUTRAL] Uh, I'm sorry?
[CUSTOMER][NEUTRAL] OK, sorry, can you, can you repeat that?
[CUSTOMER][NEUTRAL] She's the same policy, right?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] I always think of myself.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much for your help.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK can I just take a look at the car please.