AccountId: 011433970860
ContactId: 80a48271-3b45-40de-a629-a8e0039f1be0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124680 ms
Total Talk Time (AGENT): 49750 ms
Total Talk Time (CUSTOMER): 43060 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/80a48271-3b45-40de-a629-a8e0039f1be0_20250501T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from my doctor now out of [PII]. Um, I just wanted to verify to see if the patient's coverage is still currently active.
[AGENT][NEUTRAL] OK, I can help you with eligibility of a patient like uh [PII]. Can I please get your callback number, sir, just in case the call gets disconnected, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Call back is [PII].
[AGENT][NEUTRAL] Thank you sir and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[CUSTOMER][NEUTRAL] Um, and their policy slash certificate ID number is 02516716.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, I do show that this policy for [PII] is no longer active. The policy did terminate on [PII].
[AGENT][NEUTRAL] I'm checking though to see if he.
[AGENT][NEUTRAL] And he does not have any active policies with us at this time.
[CUSTOMER][POSITIVE] Got you. OK, [PII]. Um, I think that's all I needed. I appreciate your help. Thank you so much.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a wonderful day and thanks for calling ATL.
[CUSTOMER][POSITIVE] Thank you. Take care now.
[AGENT][NEUTRAL] Bye.