AccountId: 011433970860
ContactId: 75dd1e3a-a568-4d70-a863-efe28cf436a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116779 ms
Total Talk Time (AGENT): 37572 ms
Total Talk Time (CUSTOMER): 52619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/75dd1e3a-a568-4d70-a863-efe28cf436a5_20250604T20:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. May I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII]. I have a patient. I want to check the eligibility and benefits. Can you please assist me?
[AGENT][NEUTRAL] Sure, I can verify benefits and eligibility for you and your name is?
[CUSTOMER][NEUTRAL] Yeah, [PII], last initial [PII].
[AGENT][NEUTRAL] OK, and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, yeah. Policy number is gonna be 02027773ML8.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]. This is a direct line?
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, the policy terminated [PII], so it's no longer active.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] All right. Thank you so much. Give me the call reference number.
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Uh sorry, I missed your name.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Oh, like in this date?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]. All right. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Have a good one bye for now.
[AGENT][NEUTRAL] Bye.