AccountId: 011433970860
ContactId: 291c37f5-e41c-4460-b13b-a9d235479438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136169 ms
Total Talk Time (AGENT): 41608 ms
Total Talk Time (CUSTOMER): 49919 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/291c37f5-e41c-4460-b13b-a9d235479438_20250624T16:27_UTC.wav
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[CUSTOMER][NEUTRAL] Bye.
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling just to obtain be um not benefits, but to see if a member is eligible for here in the, in the hospital.
[AGENT][NEUTRAL] Eligibility?
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Miss [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Uh yes, it's gonna be a play.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's policy number?
[CUSTOMER][NEUTRAL] 1,475,500.
[CUSTOMER][NEUTRAL] M as in Mary, L 7.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII]
[CUSTOMER][NEUTRAL] And date of birth, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. Um, let me check and see if I have a new policy. This one is terminated, OK? One moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, it's still terminated. Um, the policy terminated [PII] with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Oh