AccountId: 011433970860
ContactId: 4abfe531-cb9d-4e61-95f6-fc2804dbf82b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100440 ms
Total Talk Time (AGENT): 48516 ms
Total Talk Time (CUSTOMER): 32684 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/4abfe531-cb9d-4e61-95f6-fc2804dbf82b_20250429T13:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is Doctor [PII], checking eligibility and one member.
[AGENT][POSITIVE] OK, I'm so sorry. May I have your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you and your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and may I please have that policy number?
[CUSTOMER][NEUTRAL] 02520427
[AGENT][NEUTRAL] Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you very much for the information, [PII], and you're calling for eligibility and benefits. Give me one second please.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It shows that the policy was effective as of [PII], um, but it shows that it termed as of [PII]. If you would just bear with me, I can check to see if there is an active policy please on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not show an active policy on file for the member.
[CUSTOMER][NEUTRAL] OK, so it's terminated [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][POSITIVE] Have a good evening, please.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Your name please, your name please?
[AGENT][NEUTRAL] Yes, of course. My name is [PII]. My last initial is [PII]
[AGENT][POSITIVE] Uh you can use my name in today's date for the reference. You're welcome. You have a good day.
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Bye bye. You too, bye.