AccountId: 011433970860
ContactId: 201e8d8a-acf1-41a3-a84f-3bd7ab923647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117879 ms
Total Talk Time (AGENT): 52295 ms
Total Talk Time (CUSTOMER): 52800 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/201e8d8a-acf1-41a3-a84f-3bd7ab923647_20250618T15:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm calling to verify eligibility, please.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][POSITIVE] Yes, I just had it. Way to go.
[CUSTOMER][NEUTRAL] Uh-huh, it's 02510719 M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just wanting to verify benefits?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, I can help you with that. The, this policy canceled [PII]. Let me look and see if he has any other active coverage.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Canceled.
[AGENT][NEUTRAL] I do not see another policy, so it is a lapsed 3125.
[CUSTOMER][NEUTRAL] So it laps 3 125 0 yeah yeah, OK, who am I speaking to please?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] This is [PII] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] In
[CUSTOMER][NEUTRAL] First initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and is there a reference number for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, on today's date, OK, alrighty, that was all I needed then thank you my dear.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Let me know if I
[CUSTOMER][NEGATIVE] You too dear bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.