AccountId: 011433970860
ContactId: fe95f7e6-da3c-4bdc-99a5-12d01ca03683
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130440 ms
Total Talk Time (AGENT): 58139 ms
Total Talk Time (CUSTOMER): 39474 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/fe95f7e6-da3c-4bdc-99a5-12d01ca03683_20250506T22:38_UTC.wav
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[CUSTOMER][NEUTRAL] Crazy.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APS. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] It's, it's to me for a loop when I heard that beep on the phone. I'm sorry. My name is [PII]. I'm calling with Yale Medicine Central registration. I just wanna check the patient's eligibility.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] OK, all right, Ms. [PII], I can help you with eligibility. Can I please get um your callback number, ma'am, just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII]. And the subscriber ID number is 1004229.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, Miss [PII], looking at this policy, um, Miss [PII]'s policy is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] Um, I'm checking to see if she has anything active.
[AGENT][NEUTRAL] There are no active policies on file with us at this time, yes ma'am, it's been a minute.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And may I have a reference number for the call? That's not a problem.
[AGENT][NEUTRAL] Uh, yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is that everything I can help you with before?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK thank you you have a good night and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.