AccountId: 011433970860
ContactId: 8cb113a8-4750-4208-82a0-7b7062c7ae88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132740 ms
Total Talk Time (AGENT): 71858 ms
Total Talk Time (CUSTOMER): 26020 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/8cb113a8-4750-4208-82a0-7b7062c7ae88_20250117T20:58_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to find out if this policy is still active.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII], and I'm sorry, what was yours?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[AGENT][NEUTRAL] And you said your name is [PII], Is that correct?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 3. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, 785104.
[AGENT][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] On Cubrida 4962.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let me see if I have a new policy. I do have a new policy. Let me pull this other information, one moment.
[AGENT][NEUTRAL] OK, let me know when you're ready and I can provide you with the correct policy number, the new policy number, miss.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] OK, then your policy number is 02578793.
[CUSTOMER][NEUTRAL] Is there a group number?
[AGENT][NEUTRAL] Um, let me see if it's the same one.
[CUSTOMER][NEUTRAL] Or is it still the old group number?
[AGENT][NEUTRAL] Yeah, it's the same old group number, the 14871.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. The effective date on this policy is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you today, Miss [PII]?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.