AccountId: 011433970860
ContactId: 9629bb08-d1f0-4ce2-b5f2-a415680ed6dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86809 ms
Total Talk Time (AGENT): 30119 ms
Total Talk Time (CUSTOMER): 38522 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/9629bb08-d1f0-4ce2-b5f2-a415680ed6dc_20250121T17:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi I was trying to see if a patient's plan is active.
[AGENT][POSITIVE] Can I have your name and a callback number and I'll be able to assist you.
[CUSTOMER][NEUTRAL] My name is [PII] I M A. Phone number is [PII].
[AGENT][NEUTRAL] And [PII], what is the policy number of the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] It's 02477576.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. This policy you're calling to verify is still active. The policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] Is there an expiration date?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, and then are her dependents still covered as well?
[AGENT][NEUTRAL] What are their names and their date of birth?
[CUSTOMER][NEUTRAL] Um, we have [PII].
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] Yes, he is still active on the policy as well.
[CUSTOMER][POSITIVE] OK great
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day, [PII]. Good bye.
[CUSTOMER][NEUTRAL] You too bye bye.