AccountId: 011433970860
ContactId: f7669cc1-714d-4453-844a-f2fabeb2aee1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159990 ms
Total Talk Time (AGENT): 31571 ms
Total Talk Time (CUSTOMER): 26500 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/f7669cc1-714d-4453-844a-f2fabeb2aee1_20250414T12:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I'm calling with Mountain View Medical Imaging. I was just needing to check in eligibility for a patient.
[AGENT][NEUTRAL] Yeah, I can help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It's 246-5504.
[AGENT][NEUTRAL] And I get a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] And we're just checking eligibility date, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I'm showing a policy effective date of [PII]. Uh, the policy is no longer active as of [PII] and no active coverage for the patient at this time. Do you have any other questions?
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.