AccountId: 011433970860
ContactId: 03e75d2b-cdc7-4e99-9af5-82901db84a25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97330 ms
Total Talk Time (AGENT): 26616 ms
Total Talk Time (CUSTOMER): 57970 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/03e75d2b-cdc7-4e99-9af5-82901db84a25_20250428T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I would like to check eligibility for one of your members.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK I can help you with that eligibility. Can I get your name?
[CUSTOMER][NEUTRAL] Sure. That is [PII], and my callback number is, I'm sorry, it was updated. So that is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. So that is 02024371 ML [PII] number 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy terminated in [PII]. Let me see if there is a current one.
[CUSTOMER][NEUTRAL] I this
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I have a different policy, but that also terminated [PII], so it doesn't look like she's got an active policy on file.
[CUSTOMER][NEUTRAL] I have a different policy, but that also.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] OK. Well, I thank you for looking into this one for me. That is all I needed for today then, OK?
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks for calling AP.
[CUSTOMER][NEUTRAL] Likewise. Bye.