AccountId: 011433970860
ContactId: 2fffb9c5-4876-44bc-8a50-5d9790fd8ffc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130500 ms
Total Talk Time (AGENT): 48300 ms
Total Talk Time (CUSTOMER): 40572 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/2fffb9c5-4876-44bc-8a50-5d9790fd8ffc_20250108T17:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] OK, this is [PII]. I'm calling from provider office. I want to know the eligibility of the member.
[AGENT][NEUTRAL] OK, I can help you with the eligibility of a member, sir. What is your name and your callback number?
[CUSTOMER][NEUTRAL] OK. My name is [PII]
[CUSTOMER][NEUTRAL] And the callback number is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] OK. The patient's name is [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth please?
[CUSTOMER][NEUTRAL] OK. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] The policy number is 02494771.
[AGENT][NEUTRAL] OK, let me look that policy number up real quick for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. The policy lapsed on [PII].
[AGENT][NEGATIVE] And there are no active policies on file for this member, right, inactive.
[CUSTOMER][NEUTRAL] OK. The member is inactive.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much. So please, can you give me call reference number?
[AGENT][POSITIVE] Yes you can use my name it's [PII] and today's day.
[CUSTOMER][POSITIVE] OK. Thank you so much for, for helping me out. Bye for now.
[AGENT][POSITIVE] You're very welcome bye bye you have a great day and thanks for calling a PL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you so much.