AccountId: 011433970860
ContactId: 0b1c0641-3b0b-493c-a37d-0d8a4f2d67f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79319 ms
Total Talk Time (AGENT): 36945 ms
Total Talk Time (CUSTOMER): 22402 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/0b1c0641-3b0b-493c-a37d-0d8a4f2d67f9_20250115T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Utah Medicaid just for eligibility on the plan.
[AGENT][NEUTRAL] Yeah I can check the eligibility for you, [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I have 1,868,020.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [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 active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, they did not. This was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] And that should be it.
[AGENT][POSITIVE] Alright, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you