AccountId: 011433970860
ContactId: 77454d61-fd6e-4468-96c7-16ea13657f9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105839 ms
Total Talk Time (AGENT): 48328 ms
Total Talk Time (CUSTOMER): 42769 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/77454d61-fd6e-4468-96c7-16ea13657f9e_20250624T22:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon, my name is [PII]. I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's 02509520 M as in Mary, L as in Lima, then number 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. OK, so as of this moment, this policy is active, however, it does have a future term date of [PII].
[CUSTOMER][NEUTRAL] OK, [PII] and there if it terms there's no you can't see if there's like um.
[CUSTOMER][NEUTRAL] A re like certification I guess for it.
[AGENT][NEUTRAL] Um, you mean like a new, a different policy number but a different active policy, is that what you mean? Um, let's see, I don't believe so, but let me take a look. No, this is the only policy that she has with us, um, at this time, of course.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK wonderful thank you so much I appreciate your help.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, that's it. Thank you.
[AGENT][POSITIVE] Alright well thanks for giving us a call uh huh have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye bye.