AccountId: 011433970860
ContactId: f154d8bc-7e34-406c-817f-98879324f304
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139639 ms
Total Talk Time (AGENT): 34390 ms
Total Talk Time (CUSTOMER): 69619 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f154d8bc-7e34-406c-817f-98879324f304_20250417T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Lake's Radilogy billing office, and I'm hoping you can help me uh with a member's eligibility.
[AGENT][NEUTRAL] OK. What's your name?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] OK, it is um oops I lost it hold on.
[CUSTOMER][NEUTRAL] I just had it. OK, here it is, um, it's probably not in effect now it's past coverage um I'm looking at.
[CUSTOMER][NEUTRAL] 01536749 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, 2, no, no, 28, not 238 [PII] mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it's just 28.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see an effective date, but I don't know when it ended.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thanks for that information, [PII], and you were just checking the eligibility dates, correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Correct, mhm, I see effective date of [PII], uh huh uh huh.
[AGENT][NEUTRAL] All right, so I do have that information for you.
[AGENT][POSITIVE] That is correct. That's the effective date.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] And I'm showing the policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, all right, that's what I needed to know. OK, nope, nope, that's what I need to know. Thank you.
[AGENT][POSITIVE] Anything else? All right. Thank you, thank you for calling APL Jackie. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.