AccountId: 011433970860
ContactId: 009e6d06-b54f-4ac3-9982-4cf66dfd2f95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116419 ms
Total Talk Time (AGENT): 39929 ms
Total Talk Time (CUSTOMER): 47296 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/009e6d06-b54f-4ac3-9982-4cf66dfd2f95_20250212T17:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on eligibility. Could you please help?
[AGENT][NEUTRAL] Yeah, I can take eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, um, member ID is um 02557145.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yes, it is uh [PII]. Date of birth was [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if he has one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] OK. Sure.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] He does not. This was the only policy he had with us.
[CUSTOMER][NEUTRAL] OK. It was terminated on [PII], right?
[AGENT][NEUTRAL] Of the [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Uh, thank you so much, uh, for your assistance, sir. You have a great day.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] That's all for the day. Thank you so much.
[AGENT][POSITIVE] OK, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.