AccountId: 011433970860
ContactId: 988e65fa-f83e-49b1-bf9e-5634509bb8e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101860 ms
Total Talk Time (AGENT): 31985 ms
Total Talk Time (CUSTOMER): 23970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/988e65fa-f83e-49b1-bf9e-5634509bb8e3_20250620T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Connex Medical Company, and I just need to verify eligibility on a patient.
[AGENT][POSITIVE] OK, I can help you with eligibility. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02264379 ML 8.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I'm sorry, what was the first name? It cut out.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, it looks like this policy had an effective date of [PII] and the policy lapsed or termed on [PII], and they do not have any other active coverage through us.
[CUSTOMER][POSITIVE] Oh, you really have an old one though. All right, thank you then for your help.
[AGENT][POSITIVE] Great, thank you for calling ACL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.