AccountId: 011433970860
ContactId: 909da75f-ab80-4dd0-84be-229f031a42ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93410 ms
Total Talk Time (AGENT): 46131 ms
Total Talk Time (CUSTOMER): 36048 ms
Interruptions: 1
Overall Sentiment: AGENT=3.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/909da75f-ab80-4dd0-84be-229f031a42ae_20250206T20:39_UTC.wav
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[AGENT][POSITIVE] Hi, thank you so much for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Memorial Cardic Services. I'm trying to verify the patient, um, plan is still active.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with eligibility today, Ms. [PII]. Do you mind if I snag a quick call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect and what's the policy number we wanna look at today, ma'am?
[CUSTOMER][NEUTRAL] Um, policy number is 01638139 ML 8.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Perfect and give me just a moment to get that one pulled up for you, my friend.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. I appreciate your patience, Ms. [PII], and if you could verify for me the insured's first and last name and date of birth.
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. I do see [PII] here. It looks like he is current and active with an effective date of [PII].
[CUSTOMER][NEUTRAL] OK, and that's all I needed to verify was it still active?
[AGENT][NEUTRAL] Is it?
[AGENT][POSITIVE] Perfect. Well, thank you so much for calling APL and if there's anything else that you, I cannot talk. I'm so sorry. Anything else we can do for you today, you just give us a call, let us know, we'll take care of you.
[CUSTOMER][POSITIVE] Mm, OK, thank you, have a nice one.
[AGENT][POSITIVE] My pleasure. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.