AccountId: 011433970860
ContactId: 3e33a864-a69c-41b1-b527-dd4fcf95360d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72769 ms
Total Talk Time (AGENT): 35649 ms
Total Talk Time (CUSTOMER): 25828 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/3e33a864-a69c-41b1-b527-dd4fcf95360d_20250414T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I need to verify eligibility on a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] I have 01598324.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if she has one that's active. It might just be a different policy number.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, she does not. This was the only policy she had with us.
[CUSTOMER][POSITIVE] Perfect. That is what I needed. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APLO you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.