AccountId: 011433970860
ContactId: 75ef50cc-bb10-4174-baab-d0e181d1a228
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101500 ms
Total Talk Time (AGENT): 30824 ms
Total Talk Time (CUSTOMER): 44593 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/75ef50cc-bb10-4174-baab-d0e181d1a228_20250513T20:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I was wondering if you could assist me in verifying if a patient is currently a member with APL.
[AGENT][NEUTRAL] Uh, yes, I can help you with eligibility. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]. Last name [PII], and my callback number is [PII]. I have no extension.
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. What I have here is 1, I'm sorry 01822359 ML 8.
[AGENT][NEUTRAL] Hi
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK. Uh
[AGENT][NEUTRAL] Uh, looks like this policy terminated [PII].
[AGENT][NEUTRAL] I've got another policy, but it terminated [PII].
[CUSTOMER][NEUTRAL] 61
[CUSTOMER][NEUTRAL] OK, so both policies that you have on file are both terminated?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. I really appreciate all of your help. May I please have the first letter to your last name as well as the reference number for this call?
[AGENT][NEUTRAL] Uh, the first letter to my last name is [PII]. Reference is my name plus today's date, and anything else I can help with?
[CUSTOMER][POSITIVE] No, you've answered all my questions. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.