AccountId: 011433970860
ContactId: 419b3ae4-1f1a-46bb-880a-5700da0bb990
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71099 ms
Total Talk Time (AGENT): 34201 ms
Total Talk Time (CUSTOMER): 26816 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/419b3ae4-1f1a-46bb-880a-5700da0bb990_20250124T19:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], I'm calling from Rogers Medical Center. I was just checking eligibility for a member.
[AGENT][NEUTRAL] OK, can I get your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, um, 01890028 ML 8.
[AGENT][NEUTRAL] OK, thank you, [PII]. Can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check eligibility?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can definitely take a look. Give me just a second here.
[AGENT][NEUTRAL] Um, so it looks like [PII] was eligible for 6120, and unfortunately he turned [PII] and it doesn't look like there's any other active coverage with us.
[CUSTOMER][POSITIVE] OK, all right, thank you very much have a good day.
[AGENT][POSITIVE] You're welcome. If there's nothing else I can help you with, thank you for calling.