AccountId: 011433970860
ContactId: e3d0bb5b-70aa-4eb3-b558-c368e0224139
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207580 ms
Total Talk Time (AGENT): 76503 ms
Total Talk Time (CUSTOMER): 53019 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e3d0bb5b-70aa-4eb3-b558-c368e0224139_20250528T15:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from provider's office. I need to check for the, uh, check for the member's account, the member's policy effective and the termination date. Can you please help me with that?
[AGENT][POSITIVE] Sure, I can help you with eligibility [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[AGENT][NEUTRAL] Can you repeat that? [PII] what?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And do you have the policy number?
[CUSTOMER][NEUTRAL] It's 02284090.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The patient's name is uh [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, I'm showing that this policy has an effective date of [PII].
[AGENT][NEUTRAL] And it looks like [PII] was.
[CUSTOMER][POSITIVE] Effective from
[AGENT][NEUTRAL] Yes, um, that was the effective date.
[CUSTOMER][NEUTRAL] December which date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like she was dropped from this policy on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy has been termed or the member is still effective?
[AGENT][NEUTRAL] Uh, the member was dropped from the policy.
[CUSTOMER][NEUTRAL] Uh, may I know what is the job to me?
[AGENT][NEUTRAL] Uh, she is no longer active on this policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and she was, uh, she was removed from this policy on [PII]. However, the policy is active for the policyholder, but she is no longer on it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Yeah, OK. Uh, you're saying that the member policy is still active or not?
[AGENT][NEUTRAL] Uh, for this member for [PII], she is no longer active.
[CUSTOMER][NEUTRAL] She's no longer active.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, OK. Um
[CUSTOMER][NEUTRAL] And may I have a call reference number for this call, please?
[AGENT][NEUTRAL] We don't have reference numbers, but you can use my name and last initial and today's date, so [PII], and today's date.
[CUSTOMER][POSITIVE] Yeah, OK. Thank you so much for that.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.