AccountId: 011433970860
ContactId: 020af316-b89f-42e8-8219-7de7adcdccf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98860 ms
Total Talk Time (AGENT): 47699 ms
Total Talk Time (CUSTOMER): 28382 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/020af316-b89f-42e8-8219-7de7adcdccf3_20250313T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Hi, good morning, my name is [PII]. I am calling to get benefits and eligibility for one of our patients.
[AGENT][NEUTRAL] Sure, I can check eligibility benefits for you. Um, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then did you have that uh policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like the member ID?
[AGENT][POSITIVE] Oh sure, that that should work.
[CUSTOMER][NEUTRAL] I have 02512.
[CUSTOMER][NEUTRAL] 405.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if he has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, he does not, this was the only policy he had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, can I get a call reference number?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that would be all thank you.
[AGENT][POSITIVE] Alright, yep, thanks for calling APO. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.