AccountId: 011433970860
ContactId: e4076812-d9e3-4dec-89a3-5fec62e406cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144809 ms
Total Talk Time (AGENT): 52325 ms
Total Talk Time (CUSTOMER): 52648 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/e4076812-d9e3-4dec-89a3-5fec62e406cc_20250618T16:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I just, uh, was calling to confirm, uh, patients eligibility.
[AGENT][NEUTRAL] I can help you with eligibility. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII], uh, that's [PII] I'm calling from uh provider's office today.
[AGENT][NEUTRAL] OK, and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. That is going to be 016788.
[CUSTOMER][NEUTRAL] 81 ML 9.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Looks like this policy had an effective date of [PII].
[AGENT][NEUTRAL] Looks like the policy lapsed in [PII].
[AGENT][NEUTRAL] And I'm not showing.
[CUSTOMER][NEUTRAL] So the patient
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, I'm not showing any more um.
[AGENT][NEUTRAL] Active policies with us.
[CUSTOMER][NEUTRAL] OK. Um, is there any note, like, uh, I, I don't know, this is a dumb question, but is there any note or anything stating the patient's aware of that?
[AGENT][NEUTRAL] Um, I am not aware if they know that or not. Uh, we typically give a letter saying that they lost coverage, but whether they received that and retained it, I don't know.
[CUSTOMER][NEUTRAL] Yeah. OK.
[CUSTOMER][NEUTRAL] Right, OK, that's fine, um, and then just do you have a, do you have a call reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers you can use my name in today's date. So [PII], um, my last initial is [PII] and then today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII].
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You as well thank you.