AccountId: 011433970860
ContactId: 0aa043eb-8fc5-4f3a-b966-d287eaab1240
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100720 ms
Total Talk Time (AGENT): 40623 ms
Total Talk Time (CUSTOMER): 45293 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/0aa043eb-8fc5-4f3a-b966-d287eaab1240_20250305T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] I'm calling from Virginia Cancer Institute and I just need to verify coverage for one of our patients. Um, he gave us a card the last time he was in here as a secondary and I just wanna make sure that it's active.
[AGENT][NEUTRAL] Sure, I can check that eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 02486183.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So I am showing that this policy is no longer active as of [PII]. If you give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course one moment.
[AGENT][NEUTRAL] OK, yes, so this is the only policy they had with us.
[CUSTOMER][NEUTRAL] OK, then I will take that information out. I think he gave us the card in January so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I will move that information and know that it's no longer active. Thank you so much [PII] for your help I appreciate it.
[AGENT][NEUTRAL] Of course, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No thank you you have a great day.
[AGENT][POSITIVE] Alright, yes ma'am, thank you for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.