AccountId: 011433970860
ContactId: f701428c-bc30-4d72-a38c-54eee5a4b4a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146050 ms
Total Talk Time (AGENT): 44954 ms
Total Talk Time (CUSTOMER): 66417 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f701428c-bc30-4d72-a38c-54eee5a4b4a4_20250107T14:35_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm [PII] calling from Nicholas's Hospital. I'm looking for eligibility and benefits. Could you just spell your name for me?
[AGENT][NEUTRAL] [PII] And spell your name, please?
[CUSTOMER][POSITIVE] Yeah, got it. Yeah, sure. It's [PII] [PII]. And how are you doing today, [PII]? How's your day going on?
[AGENT][POSITIVE] I'm, I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] Yeah, so far it's going great. Is it [PII], it's going super great and thanks for asking. That's much appreciatedtonia.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you said you're checking claim status?
[CUSTOMER][NEUTRAL] No, it's for eligibility and benefits.
[AGENT][NEUTRAL] Is this for service and a doctor's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's gonna be 01823207 M as in Mary, L as in Lima 8.
[AGENT][POSITIVE] Thank you and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Uh, the callback number is gonna be, it is uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. The patient's name is gonna be, it is uh [PII] and the date is gonna be, uh, it is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so I have the information for you. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And I show the policy is no longer active.
[AGENT][NEUTRAL] As of
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. No active coverage for this patient at this time. Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Just give me a minute. as you told, it's active, uh, it's uh the effective date is gonna be [PII] and it is inactive as of [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, thank you. um can I have a call reference number, [PII]?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] Yeah, got it, [PII]. How great did he get? bye for now.
[AGENT][POSITIVE] Oh, you're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Yeah, bye bye.