AccountId: 011433970860
ContactId: f6cfaf01-233c-4727-bb59-81fa2a4c6d3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137889 ms
Total Talk Time (AGENT): 62448 ms
Total Talk Time (CUSTOMER): 89299 ms
Interruptions: 5
Overall Sentiment: AGENT=1.7, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/f6cfaf01-233c-4727-bb59-81fa2a4c6d3d_20250422T13:43_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] I'm calling from providers, uh, facility, trying to see if I can check on benefits eligibility for a member.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] [PII] from, from.
[CUSTOMER][POSITIVE] Yeah, exactly. [PII] from. I'm from, that's it. Easy peasy. There you go. You got it. You got it. I'm sorry. I'm sorry. I, I'm kinda, I'm I'm kind of silly.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Can I have the policy number of the member? No, that's good. Laughter is good medicine. The laughter is good medicine. So.
[CUSTOMER][POSITIVE] It is good medicine.
[CUSTOMER][POSITIVE] I like this fella.
[CUSTOMER][NEUTRAL] Alright, let me get my number. I've got 103-8268.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Uh, how do you spell your name, [PII]?
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth? It's [PII] [PII], [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah, I can.
[CUSTOMER][POSITIVE] Oh, I like that. That's nice. Uh, I've got a [PII]. Yeah, you're welcome. [PII] is his, is his name. He's born on [PII]. Yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Thank you E from and you're calling to verify eligibility correct? His policy terminated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] And benefits, yeah, benefits for. Oh no.
[AGENT][NEUTRAL] [PII]. Let me see if you have a new policy.
[CUSTOMER][NEUTRAL] Oh great, yeah, I was trying to see because I just picked it up to see maybe uh well rats. I was hoping he would, it would be OK, OK, so I no longer have it.
[AGENT][NEUTRAL] No, you don't have another act at the policy, so it terminated [PII]. It was effective from [PII] until [PII].
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][POSITIVE] [PII]. OK, so you're talking about 5 years ago. OK. All right. Well, that's, that's, that's plenty to know. I appreciate this. I was trying to see, hopefully I can uh help this guy out with it. I thought he had it active, but all right, I will call him and uh maybe he's another one. I appreciate it.
[AGENT][NEUTRAL] Uh, help him with his deductible and copay, I, I truly understand.
[CUSTOMER][POSITIVE] Yes, yes, you got that right, absolutely. So he's gonna wanna, he needs, he gonna need some help. So I wanna try to help the guy. Well, you've been very kind. Shout out. I wish you a wonderful day again, a great week, OK.
[AGENT][POSITIVE] Thank you, [PII]. Thanks for calling APL. You have a great day as well. Goodbye.
[CUSTOMER][NEUTRAL] Mhm bye bye.