AccountId: 011433970860
ContactId: 3adc82f5-badf-486d-8372-f4e9b1a3a4de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130288 ms
Total Talk Time (AGENT): 44510 ms
Total Talk Time (CUSTOMER): 64488 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/3adc82f5-badf-486d-8372-f4e9b1a3a4de_20250410T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] How do you spell it?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, thank you [PII]. My name is [PII], last initial [PII]. I'm calling from Virginia Cancer Institute. I was just trying to get the eligibility of this patient secondary insurance American Public Life.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the eligibility. Can I please get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, [PII]. My extension is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, [PII], um, date of birth is [PII], and her ID number is 26162.
[CUSTOMER][NEGATIVE] Uh, wait a minute, they don't even know how they had that on. They got the group number in the wrong place. I'm sorry.
[CUSTOMER][NEUTRAL] 02450133
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that this policy for Ms. [PII] is no longer active. The policy did lapse on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh OK then well thank you so much and you have a great day, OK? um the your reference number would be your name.
[AGENT][NEUTRAL] Well, you too.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Your reference number would be your name and today's date.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, alright, thank you so much and have a great day, OK.
[AGENT][POSITIVE] You have a wonderful day too, Ms. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.