AccountId: 011433970860
ContactId: 690c2b05-6881-429f-99dc-4d62273720fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94650 ms
Total Talk Time (AGENT): 45080 ms
Total Talk Time (CUSTOMER): 32979 ms
Interruptions: 0
Overall Sentiment: AGENT=4.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/690c2b05-6881-429f-99dc-4d62273720fd_20250123T17:16_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, yeah, you said your name is [PII]?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] OK, [PII], this is [PII], and I was calling to verify uh eligibility on a patient.
[AGENT][POSITIVE] Oh, I'd love to help you with eligibility today, [PII], and do you mind if I snag a quick call back number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. And what is the policy number we want to look at today?
[CUSTOMER][NEUTRAL] 023-23619
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And would you be able to verify for me, pretty please, your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you very much for that. I do see your insured here. Um, however, it looks like this policy is no longer active with us. It looks like the termination date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. That's what I needed to know, [PII]. I do appreciate your help with this.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much, Mr. [PII], for calling us at APM. I hope you have a fabulous day.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][NEUTRAL] Mhm. OK.