AccountId: 011433970860
ContactId: f18000f1-1abb-4dc9-8059-792da10ca7d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221619 ms
Total Talk Time (AGENT): 74549 ms
Total Talk Time (CUSTOMER): 39379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/f18000f1-1abb-4dc9-8059-792da10ca7d0_20250129T20:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Last initial is [PII]. I want to verify coverage for a patient.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] And if you could spell your first name for me?
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, [PII], OK.
[AGENT][NEUTRAL] And did you say you're checking eligibility and benefits or claim status?
[CUSTOMER][NEUTRAL] Eligibility and benefits please.
[AGENT][NEUTRAL] OK, and is this for service in a doctor's office?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Showing here 1070492 policy number phone number is [PII].
[AGENT][POSITIVE] Thank you, give me a moment to pull up the file.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the policy number that you gave me is no longer active. The most recent policy that's also canceled, I will give you the policy number and the effective and termination date. That policy number is 16888997, and I'm showing an effective date of [PII] with the termination date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The one that you gave me, it looks like it was effective [PII].
[AGENT][NEUTRAL] And it shows a termination date of [PII], so that one was most, that one was actually the most recent one, the one that you gave me.
[AGENT][NEUTRAL] Terming on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So no active coverage for this patient?
[CUSTOMER][NEUTRAL] OK, thank you. Can I also have the spelling of your name and a reference number?
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date is your reference [PII], first [PII] last name is [PII]. Any any other questions [PII] I could help out with today?
[CUSTOMER][POSITIVE] No, that would be all, thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] OK.