AccountId: 011433970860
ContactId: 806352d7-a9a5-4781-8575-cf817c5dad35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135279 ms
Total Talk Time (AGENT): 48132 ms
Total Talk Time (CUSTOMER): 34018 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/806352d7-a9a5-4781-8575-cf817c5dad35_20250115T20:06_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to verify benefits please.
[AGENT][NEUTRAL] OK, I can help you [PII]. How do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right, OK, and is this for service in a doctor's office?
[CUSTOMER][NEUTRAL] I, uh, yes.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] 02542056
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's for [PII], [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] OK, so I do show an effective date.
[AGENT][NEUTRAL] Of [PII] and give me a moment to verify if this policy is still active. I'll give you that here in a sec.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, it looks like the policy termed before it even became effective, so I'm showing a term date also of [PII].
[CUSTOMER][NEUTRAL] OK, so it's no longer active then.
[AGENT][NEUTRAL] It's, it's not active. No, ma'am.
[CUSTOMER][NEUTRAL] OK, inactive. What was the last day again? I'm so sorry.
[AGENT][NEUTRAL] Effective [PII] term date [PII], so they may have canceled it right after it was effective.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Oh, alrighty. OK, thank you very much. You have a great day.
[AGENT][POSITIVE] All right. If no other questions, uh, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.