AccountId: 011433970860
ContactId: 7a47823e-7976-4503-88bd-d97182c222c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91660 ms
Total Talk Time (AGENT): 22819 ms
Total Talk Time (CUSTOMER): 32459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/7a47823e-7976-4503-88bd-d97182c222c3_20250513T14:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name's [PII]. I'm calling from a provider's office, and I just wanna check and make sure that a patient's policy is still active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] It's 994-8888.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] Um, it's actually for a dependent, [PII], date of birth [PII].
[AGENT][NEUTRAL] Uh yes, so the policy is still active. It was effective [PII].
[CUSTOMER][NEUTRAL] OK perfect and then her breakdown is still the same, the 1250 max and then 16,040 for preventative basic and major?
[AGENT][NEUTRAL] Uh, let me check
[AGENT][NEUTRAL] Let me get that pulled up, one moment.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] All right perfect thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.