AccountId: 011433970860
ContactId: 3116ea31-569f-413c-b365-87629cefb577
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138860 ms
Total Talk Time (AGENT): 47473 ms
Total Talk Time (CUSTOMER): 47226 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3116ea31-569f-413c-b365-87629cefb577_20250602T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just need to get eligibility for a patient.
[AGENT][POSITIVE] Sure, I can help you with eligibility. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII] and a good callback number is [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's kind of long, so bear with me. It's 018.
[CUSTOMER][NEUTRAL] 034.
[CUSTOMER][NEUTRAL] 89
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] L
[CUSTOMER][NEUTRAL] And 8 is the last one.
[AGENT][NEUTRAL] OK, give me just a moment while I look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Yes, ma'am. The first name is [PII] and the last name is, I'm gonna butcher this, but it's [PII], [PII], I mean, [PII] and their date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[AGENT][NEUTRAL] Yeah, it looks like this policy had an effective date of [PII].
[AGENT][NEUTRAL] The policy lapsed on [PII].
[AGENT][NEUTRAL] And let me check and see if they have any.
[AGENT][NEUTRAL] And they do not have any other insurance through us.
[CUSTOMER][NEUTRAL] OK. Is there a good reference number I can get from you?
[AGENT][NEUTRAL] So we don't do call reference numbers but you can use my name and last initial in today's date so [PII] and today's date.
[CUSTOMER][POSITIVE] Yes, ma'am. I do appreciate it.
[AGENT][POSITIVE] OK, thank you so much for calling APL and if there's nothing else, I hope you have a great day.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] Bye.