AccountId: 011433970860
ContactId: 39b2bac8-d971-41e7-8840-dd4c167675c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104559 ms
Total Talk Time (AGENT): 49347 ms
Total Talk Time (CUSTOMER): 36622 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/39b2bac8-d971-41e7-8840-dd4c167675c1_20250521T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Doctor [PII]'s office in [PII], and I need to verify eligibility on a patient, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. And what I, what can I, uh, I'm sorry. May I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] His name is [PII] Date of birth [PII].
[CUSTOMER][NEUTRAL] Policy number is 01602947.
[AGENT][NEUTRAL] OK, let me look up [PII] real quick.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[AGENT][NEUTRAL] Let me check to see if there's any active policies and no ma'am, we do not have any active policies on file right now for [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that's what I needed to know.
[AGENT][POSITIVE] OK, alright, well, Miss [PII], I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you and you have a wonderful day as well bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.