AccountId: 011433970860
ContactId: 19ba6872-7bfb-4fb3-bdf7-39e8acc0b227
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122120 ms
Total Talk Time (AGENT): 52528 ms
Total Talk Time (CUSTOMER): 47299 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/19ba6872-7bfb-4fb3-bdf7-39e8acc0b227_20250321T19:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling to get benefits and eligibility on a patient please.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth I'm sorry, policy number first, please.
[CUSTOMER][NEUTRAL] Sure, policy number is 02450226 M like Mary L like Larry number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you and you're needing eligibility for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes she's uh for an outpatient procedure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me check, looks like.
[AGENT][NEUTRAL] Her policy does have a term date of [PII].
[AGENT][NEUTRAL] Just checking to see.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me just verify that.
[AGENT][NEUTRAL] Yeah, it looks like that it does have a term date of our.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, so she already termed OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright then, I will go ahead and give her a call, see if she's got anything else then on file. Alright, thank you so much Na [PII] mhm.
[AGENT][NEUTRAL] Yeah, I did.
[AGENT][NEUTRAL] And I did check to see if she had possibly another policy with us and she does not, yeah.
[CUSTOMER][NEUTRAL] Anything mhm.
[CUSTOMER][POSITIVE] OK, alright, I'll double check with her though. thank you so much [PII], for your help though. Have a wonderful day.
[AGENT][POSITIVE] [PII], thank you for calling APO. It's a pleasure to assist you with those benefits. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.