AccountId: 011433970860
ContactId: 373670d1-430a-429b-a798-875afc478a4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138029 ms
Total Talk Time (AGENT): 51417 ms
Total Talk Time (CUSTOMER): 50387 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/373670d1-430a-429b-a798-875afc478a4f_20250422T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I wanna see if this, uh, patients, uh, policy is still active.
[AGENT][NEUTRAL] Of course, I can help you with eligibility today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, I need the his ID number or the group number?
[AGENT][NEUTRAL] ID number?
[CUSTOMER][NEUTRAL] OK 431-350-087.
[AGENT][NEUTRAL] Sorry, I think that's too long. Let's try the other number.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] The uh let's see, policy number or OK is 02479094.
[AGENT][POSITIVE] Yes, yes, yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Birthday is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like this policy is no longer active. The effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Looks like it was paid to [PII].
[CUSTOMER][POSITIVE] OK, that's what I needed thank you so much.
[AGENT][POSITIVE] Alright, yeah, of course. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it, that's it.
[AGENT][POSITIVE] No, that's it. Alright, thanks for calling APO. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] OK, bye.