AccountId: 011433970860
ContactId: 2c94e2ab-1248-49ec-b865-bc2f8ebd7ba4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108580 ms
Total Talk Time (AGENT): 45260 ms
Total Talk Time (CUSTOMER): 28231 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2c94e2ab-1248-49ec-b865-bc2f8ebd7ba4_20250617T13:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I just need to get eligibility on a patient.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, it is 02126732.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's that patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. Actually, this policy number you gave me lapsed 11124. Let me look and see if they have an active policy. Hold on one moment, please.
[AGENT][NEUTRAL] I do not see that he has another policy, so this policy did cancel 111 to 24.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am that's it.
[AGENT][POSITIVE] Thank you [PII] for calling APO. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.