AccountId: 011433970860
ContactId: 0b08f532-8bd5-4832-892c-6392807630fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108569 ms
Total Talk Time (AGENT): 44867 ms
Total Talk Time (CUSTOMER): 64457 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/0b08f532-8bd5-4832-892c-6392807630fc_20250129T20:17_UTC.wav
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[AGENT][NEUTRAL] Hey, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hi, [PII], good afternoon. My name is [PII], and I'm calling from a provider's office. I'm checking on whether the patient's um APO policies um active.
[AGENT][POSITIVE] OK, I'd love to help you with the eligibility, Ms. [PII], and do you mind if I snag a quick call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect. And the member's policy number?
[CUSTOMER][NEUTRAL] I have the in the certificate number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01557746 M as in Mary, L 8.
[AGENT][POSITIVE] Thank you so much. Let me get that pulled up for you.
[AGENT][POSITIVE] Wonderful, and
[AGENT][NEUTRAL] Would you be able to verify for me, pretty please, your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Her last name, I'll spell it out. [PII]
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] Hm, yep.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect. I really appreciate you going through that process with me. I do see Ms. [PII] here. It looks like she's no longer active with us though. It looks like this policy was effective from [PII].
[CUSTOMER][NEUTRAL] No. No.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Oh, OK, and she doesn't have any other you wouldn't know if she has any other policy.
[AGENT][NEUTRAL] I can't see that she does not have any other.
[CUSTOMER][POSITIVE] OK, OK, OK, alrighty, I'll inform her. OK, right, thank you very much.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Thank you, my pleasure, [PII]. You have such a wonderful day. Bye bye.
[CUSTOMER][POSITIVE] Bye bye you have a great day.
[CUSTOMER][NEUTRAL] Bye bye bye.