AccountId: 011433970860
ContactId: 23a0be20-ecd4-4a5f-b53a-6b0d7c78f7bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99080 ms
Total Talk Time (AGENT): 42999 ms
Total Talk Time (CUSTOMER): 29700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/23a0be20-ecd4-4a5f-b53a-6b0d7c78f7bf_20250521T14:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So, good morning. I'm calling to check on eligibility benefits for one of my patients, please.
[AGENT][NEUTRAL] Sure, I can assist you with benefits and eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you're calling from which facility for my?
[CUSTOMER][NEUTRAL] Cardiovascular medicine and associates.
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02037710.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mm thank you, Ms. [PII]. OK. Um, I don't have a policy, an active policy for this member. This particular policy terminated [PII] and there is no other policies for this member.
[CUSTOMER][POSITIVE] Awesome so it terminated. Awesome. All right, well thank you so much for your help. That's all I needed.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. All right. Well, thank you for calling APL. You have a good day, Ms. [PII]. Goodbye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You too.