AccountId: 011433970860
ContactId: 25129a8d-f936-4eb9-b0ec-cfe8faadb430
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103750 ms
Total Talk Time (AGENT): 38330 ms
Total Talk Time (CUSTOMER): 37738 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/25129a8d-f936-4eb9-b0ec-cfe8faadb430_20250106T18:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. What is your name and your callback number, please?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] And my callback number is sorry [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the policy number please?
[CUSTOMER][NEUTRAL] 02283461.
[AGENT][NEUTRAL] OK, let me look them up real quick for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. The policy was lapsed on [PII].
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So [PII]. OK. OK, well, that answers that. Um, is there any way I can just get a reference number?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're so welcome, [PII]. You have a good day and thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, bye-bye.