AccountId: 011433970860
ContactId: 255887b7-995a-44b6-a299-81df241ba23b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116019 ms
Total Talk Time (AGENT): 46519 ms
Total Talk Time (CUSTOMER): 42110 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/255887b7-995a-44b6-a299-81df241ba23b_20250204T15:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I'm trying to verify if benefits are active for an individual.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility.
[AGENT][NEUTRAL] And may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm sorry, where are you calling from Miss [PII]?
[CUSTOMER][NEUTRAL] Goochland Pallian Community Services.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, looks like it's 02545300.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, well, the card says [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, he gave us his name is [PII] currently.
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, Ms. Good. Um, this policy is terminated. Um, I have an effective date of [PII] and it terminated [PII]. I don't see any other policies.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, yeah, that's what we thought we just wanted to confirm for sure.
[AGENT][NEUTRAL] Yeah, OK, yes, it is terminated.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APR. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, you have a great day.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Alright bye bye.