AccountId: 011433970860
ContactId: 249c24fd-6bac-4076-987a-8f79a42663a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107580 ms
Total Talk Time (AGENT): 50541 ms
Total Talk Time (CUSTOMER): 41917 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/249c24fd-6bac-4076-987a-8f79a42663a0_20250423T19:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how may I help you?
[CUSTOMER][NEGATIVE] Hi, um, can you hear me? You're breaking up on my end.
[AGENT][POSITIVE] Oh, I'm so sorry. Can you hear me OK now?
[CUSTOMER][POSITIVE] Uh, that's a little bit better. I think we can do this, um.
[AGENT][POSITIVE] OK, thank you. OK.
[CUSTOMER][NEUTRAL] OK, that's better. Alright, so I, I need just need to verify eligibility please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. What is your name and your callback number just in case our call gets dropped?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], that's [PII], [PII], and ID number is 02485676.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[CUSTOMER][NEUTRAL] How are you?
[CUSTOMER][NEUTRAL] Any changes with anything.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And I don't show that he has any active policies at this time.
[CUSTOMER][POSITIVE] Alright thank you
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][POSITIVE] OK. You're welcome, Ms. [PII]. Is that all I can help you with? Bye-bye, ma'am. You have a wonderful day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] That's it thank you bye bye.
[AGENT][POSITIVE] Thanks for calling APO.
[CUSTOMER][NEUTRAL] All right bye bye.