AccountId: 011433970860
ContactId: 5bcf4b65-5e26-459a-ba29-d9a0a0c9985d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90819 ms
Total Talk Time (AGENT): 41281 ms
Total Talk Time (CUSTOMER): 28729 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/5bcf4b65-5e26-459a-ba29-d9a0a0c9985d_20250408T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling on a recorded line for quality and training, and I'd like to verify eligibility and benefits for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with both eligibility and benefits. May I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], no extension.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII], policy number 1447677.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] All right, I do show that this policy for [PII] is no longer active. Uh, the policy lapsed on [PII].
[AGENT][NEUTRAL] And let me see if he has anything active. There are no active policies on this.
[AGENT][NEUTRAL] With us at this time.
[CUSTOMER][NEUTRAL] All right, in that case then could I please get a reference number for this call?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, thank you very much.
[AGENT][POSITIVE] And thanks for calling APO.
[CUSTOMER][POSITIVE] Alright have a good day bye.
[CUSTOMER][NEUTRAL] Bye.