AccountId: 011433970860
ContactId: 2b099065-e339-4720-ac45-4e3d3d8f6b11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84980 ms
Total Talk Time (AGENT): 44079 ms
Total Talk Time (CUSTOMER): 31832 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/2025/03/18/2b099065-e339-4720-ac45-4e3d3d8f6b11_20250318T18:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the orthopedic Center in [PII], just trying to verify if this policy is active.
[AGENT][NEUTRAL] OK, I can help with that, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number please?
[CUSTOMER][NEUTRAL] Yes, um, 02357209.
[AGENT][NEUTRAL] OK, and let me just repeat that to confirm I have that as 02357209.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK, thank you, and you're calling to verify eligibility and it shows that this policy, thank you, yes ma'am, it shows term as of [PII]. And if you would bear with me, I can check to see if there's an active policy on file please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes ma'am, you're welcome.
[AGENT][NEUTRAL] And my apologies, I do not show an active policy on file for this member.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII], and thank you for calling APL. Have a good day. Thank you.
[CUSTOMER][NEUTRAL] Uh-huh. You too, bye bye.
[AGENT][NEUTRAL] Yes ma'am bye bye.