AccountId: 011433970860
ContactId: 2eab41ec-8d25-4b89-9f29-07f3f6c75932
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68040 ms
Total Talk Time (AGENT): 32352 ms
Total Talk Time (CUSTOMER): 26872 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/2eab41ec-8d25-4b89-9f29-07f3f6c75932_20250116T20:29_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm trying to find out if the policy is still in effect.
[AGENT][NEUTRAL] OK, can I get your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] It is 114-219-6.
[AGENT][NEUTRAL] OK, [PII], can you confirm the patient's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, and you said you're calling to check eligibility?
[CUSTOMER][NEUTRAL] I'm just calling to see if it's still in effect.
[AGENT][POSITIVE] OK. I can definitely take a look, um.
[AGENT][NEUTRAL] Let's see, it looks like they were active [PII] and unfortunately they termed 1125 and it doesn't look like there's any other coverage.
[CUSTOMER][POSITIVE] 1 more to 25 it's over. OK, that's all I needed and thanks for helping me.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, if there's nothing else I can help you with, thanks for calling APL and I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.