AccountId: 011433970860
ContactId: 2a81db14-787f-424d-bf17-729e53342735
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119709 ms
Total Talk Time (AGENT): 60628 ms
Total Talk Time (CUSTOMER): 32203 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/2a81db14-787f-424d-bf17-729e53342735_20250502T14:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, ma'am. I was calling to see a, a patient, um,
[CUSTOMER][NEUTRAL] Plan is still active.
[AGENT][NEUTRAL] OK, I can help with that. May I have your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. And also your callback number?
[CUSTOMER][NEUTRAL] [PII] and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]. My last initial is [PII].
[AGENT][NEUTRAL] And [PII], what is the policy number?
[CUSTOMER][NEUTRAL] It is gonna be 01861680.
[AGENT][NEUTRAL] OK, let me just repeat that to you. 01861680.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you, [PII], and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for the verification process and for eligibility, this policy has termed and it turned as of [PII]. If you would just please bear with me, let me check to see if she has an active policy with APL please. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and my apologies, [PII], I do not show an active policy on file for the member.
[CUSTOMER][NEUTRAL] OK, and then when did you say that I turned?
[AGENT][NEUTRAL] Its termed as of [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am. Can I just get a reference number?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] You're welcome. We do not use reference numbers, but please use my name and today's date.
[CUSTOMER][POSITIVE] Thank you you have a good day.
[AGENT][POSITIVE] You as well thanks for calling APL. Take care bye.