AccountId: 011433970860
ContactId: 38b98c2b-4265-4dc7-8b02-434a9e37a1fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125599 ms
Total Talk Time (AGENT): 67837 ms
Total Talk Time (CUSTOMER): 38411 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/38b98c2b-4265-4dc7-8b02-434a9e37a1fd_20250324T15:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, may I have your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Oh thank you and how are you today?
[AGENT][POSITIVE] I'm good. How are you today?
[CUSTOMER][POSITIVE] I'm good thank you I'm calling because I need benefits on the patient please.
[AGENT][NEUTRAL] OK, I can assist you and may I have your name?
[CUSTOMER][NEUTRAL] [PII], that's [PII] And [PII], can I have the initial to your last name?
[AGENT][NEUTRAL] Certainly it is [PII]. [PII], what is your callback number? You're welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. May I have the policy number?
[CUSTOMER][NEUTRAL] Sure it's gonna be 1064852ML5.
[AGENT][NEUTRAL] OK, that was 1064852 ML5.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and thank you and there I found the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, excuse me, and you're calling for eligibility and benefits. Give me one second please. Thank you. And I do apologize. This policy has termed for the member as of [PII]. If you would bear with me, let me check to see if there is an active policy, please. One moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And to my apologies, I do not show an active policy on file for this member I'm sorry.
[CUSTOMER][POSITIVE] OK, no problem, thank you so much, ma'am have a great day.
[AGENT][POSITIVE] You're welcome. You too. Thanks for calling ATL. Take care. Oh yes.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, can I have can I have a reference number for a call? I'm sorry.
[AGENT][NEUTRAL] I'm sorry about that. That's OK, no problem. We do not use reference numbers, but you can please use my name in today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much [PII] have a great day.
[AGENT][POSITIVE] You as well, yes, yeah, thanks for calling ATL. bye.
[CUSTOMER][NEUTRAL] Bye bye bye.