AccountId: 011433970860
ContactId: 0aca1edf-5cd2-44ea-8b52-621d61a1f3cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100599 ms
Total Talk Time (AGENT): 48180 ms
Total Talk Time (CUSTOMER): 32673 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/0aca1edf-5cd2-44ea-8b52-621d61a1f3cc_20250206T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, my name is [PII]. I'm calling on behalf of Doctor [PII]. I need to check eligibility and benefits for a patient.
[AGENT][POSITIVE] Yeah, I can check eligibility and benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. And you said your name is [PII], right?
[AGENT][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] And then [PII], do you have the uh policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, ID, right?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 222483
[CUSTOMER][NEUTRAL] 143.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh [PII], [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 they have one that's, uh, active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not. This was the last policy they had with us.
[CUSTOMER][NEUTRAL] OK, could I have a reference number for the call?
[AGENT][NEUTRAL] Yes, it would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye