AccountId: 011433970860
ContactId: 07f424c3-d9e5-4bdd-ab1b-e10a95479b20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126800 ms
Total Talk Time (AGENT): 69771 ms
Total Talk Time (CUSTOMER): 40831 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/07f424c3-d9e5-4bdd-ab1b-e10a95479b20_20250319T20:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I would like to check eligibility and benefits.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility and benefits. What is the callback number?
[CUSTOMER][NEUTRAL] Yes, my direct line will be [PII].
[AGENT][NEUTRAL] Thank you, [PII], what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] It will be 02099852.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now [PII], I am showing that this policy is no longer active. The effective date was [PII] and turned on [PII], checking to see if he might have active coverage under another policy, and he does not.
[CUSTOMER][NEUTRAL] OK, um, can you repeat again about the um.
[AGENT][NEUTRAL] If the dates.
[CUSTOMER][NEUTRAL] Then start date
[AGENT][NEUTRAL] Sure, effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And policy term on [PII], I'm sorry, [PII].
[CUSTOMER][POSITIVE] OK, got it thank you so much for this information. Can I have our reference number please?
[AGENT][POSITIVE] Reference number would be my name and today's date, and I spell my name [PII] last name [PII]. And [PII], it was a pleasure to assist you with that eligibility. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Everything is good now, thank you so much for your help, Miss [PII]. Take care bye.
[AGENT][POSITIVE] And you too, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] Bye bye