AccountId: 011433970860
ContactId: eb2101f5-9cad-46b2-aca1-b4c7616d2e7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131309 ms
Total Talk Time (AGENT): 54511 ms
Total Talk Time (CUSTOMER): 61940 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/eb2101f5-9cad-46b2-aca1-b4c7616d2e7b_20250305T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check on a patient's eligibility and benefit.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility and benefits. um, can you please give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Let's look
[CUSTOMER][NEUTRAL] Health
[CUSTOMER][NEUTRAL] Benefits
[CUSTOMER][NEUTRAL] Give me your
[CUSTOMER][NEUTRAL] In case our call is
[CUSTOMER][NEUTRAL] Uh, sure, I will call back number is [PII].
[CUSTOMER][NEUTRAL] No extension it's a direct line.
[AGENT][POSITIVE] Thank you, sir. And
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[CUSTOMER][NEUTRAL] And the member ID is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for.
[AGENT][NEUTRAL] is no longer active. The policy lapsed on [PII].
[CUSTOMER][NEUTRAL] No longer active.
[CUSTOMER][NEUTRAL] Policy lapsed on [PII].
[CUSTOMER][NEUTRAL] So you mean patient is not active.
[AGENT][NEUTRAL] And she has no active
[AGENT][NEUTRAL] Right, she has no active policies with us at this time.
[CUSTOMER][NEUTRAL] Right, she has no active policies with us at this time.
[CUSTOMER][NEUTRAL] OK, so you said member was termed on [PII], is that right?
[AGENT][NEUTRAL] [PII], yes sir.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK. Could you please spell your name?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][POSITIVE] OK, thank you so much for giving me all this information, and can I get the call reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much and have a nice day.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. You have a good day also.
[CUSTOMER][NEUTRAL] I see. Bye.
[AGENT][NEUTRAL] Bye-bye.