AccountId: 011433970860
ContactId: 994ebe7c-6181-4938-bf53-eb55b60f91b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81959 ms
Total Talk Time (AGENT): 41356 ms
Total Talk Time (CUSTOMER): 35052 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/994ebe7c-6181-4938-bf53-eb55b60f91b9_20250507T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm needing to verify eligibility and benefits for a patient, please.
[AGENT][NEUTRAL] Yeah, I can check eligibility and benefits for you. Uh, what was your name please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Hey [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do 02556914.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEGATIVE] Pull up Pop let's see [PII]. I'm not sure. [PII] and it's um [PII] ala I'm horrible with names.
[AGENT][POSITIVE] Perfect, thank you for verifying that, [PII]. Uh, so this policy terminated, that's OK. I look, I was close enough that is fine.
[AGENT][NEUTRAL] So this policy terminated uh [PII]. If you'll give me one moment though, I'll see if they might have an active policy. It could just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not, this was the only policy they had with us.
[CUSTOMER][POSITIVE] Alright, that is what I needed to know. Thank you so much for your help I greatly appreciate it.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely have a great rest of your day thank you.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye bye.