AccountId: 011433970860
ContactId: 90f0cac7-ba4a-4583-b9f9-9f615f6c47db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197119 ms
Total Talk Time (AGENT): 56920 ms
Total Talk Time (CUSTOMER): 30505 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/90f0cac7-ba4a-4583-b9f9-9f615f6c47db_20250203T21:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII]. I was calling to um get member eligibility.
[AGENT][NEUTRAL] OK, can I help you, [PII], you have the policy number?
[CUSTOMER][NEUTRAL] I do it is.
[CUSTOMER][NEUTRAL] 136-5784.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment while I pull up the file.
[AGENT][NEUTRAL] Just a few more minutes.
[CUSTOMER][NEUTRAL] on
[AGENT][NEUTRAL] What's the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information and we're just checking eligibility for this patient.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, I have that information for you.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][POSITIVE] I'm showing an effective date.
[AGENT][NEUTRAL] Of [PII].
[AGENT][NEUTRAL] Uh, the policy
[CUSTOMER][NEUTRAL] 0, 27th.
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy is no longer active as of [PII].
[AGENT][NEUTRAL] No active coverage for this patient and the policy number, um, the most recent policy number that's termed, um, it's a different number if you want that I can give that to you so you have it for your file.
[CUSTOMER][NEUTRAL] Uh, no, that's OK. I just needed it on this one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get a reference number for the call?
[AGENT][NEUTRAL] Um, and that is actually for the policy number you provided. You'll use my name in today's date as your reference, [PII], first initial, last name is [PII]. Any other questions I can help out with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all thanks.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You as well.