AccountId: 011433970860
ContactId: 851f3077-45b0-456f-a4ab-336b452a81dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86230 ms
Total Talk Time (AGENT): 38297 ms
Total Talk Time (CUSTOMER): 34419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/851f3077-45b0-456f-a4ab-336b452a81dc_20250121T19:11_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]. This is [PII]. I just want to check the of the patient.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on eligibility today. What is the patient's policy number? Do you have that?
[CUSTOMER][NEUTRAL] Yes, I have. It is 1313262 M as in Mary, L as in Lima, 5.
[AGENT][POSITIVE] Thank you, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. He's date of birth is [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, thank you so much. So the member's plan was effective [PII]. It has terminated as of [PII]. They do not have any other active coverage with us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Terminated on?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Thank you, sir. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You too, [PII]. Bye-bye.