AccountId: 011433970860
ContactId: a5d0297b-75ee-4586-81fe-bf35313524f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199089 ms
Total Talk Time (AGENT): 85692 ms
Total Talk Time (CUSTOMER): 68766 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/a5d0297b-75ee-4586-81fe-bf35313524f5_20250618T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Advent Health Insurance name. I would like to verify benefits for this patient.
[AGENT][NEUTRAL] OK, I could check those benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK and then uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then uh do you have that policy number?
[CUSTOMER][NEUTRAL] 02111175 ML 8.
[AGENT][NEUTRAL] OK, and uh, excuse me, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy I'm showing terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the last policy they had with us, uh, terminated [PII]. They currently do not have an active policy with us.
[CUSTOMER][NEUTRAL] OK. So, it was terminated on [PII]. Do you have that uh new number which, yeah, you, do you have that ID number which was termed on March?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yes.
[AGENT][POSITIVE] Correct, yes, uh, let me know when you're ready I'll give that to you.
[CUSTOMER][POSITIVE] Yeah, I'm ready. Yeah.
[AGENT][NEUTRAL] That is 02.
[AGENT][NEUTRAL] 56.
[AGENT][NEUTRAL] 8978.
[CUSTOMER][NEUTRAL] 788
[AGENT][NEUTRAL] Uh, just 78, so 02568978.
[CUSTOMER][NEUTRAL] OK. And that was active from November to March or January to March?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Effective date
[AGENT][NEUTRAL] Effective date for this one was [PII].
[CUSTOMER][POSITIVE] OK. Oh yeah. Thank you so much for this information. May I have your name and reference number, please?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial [PII]'s date. uh so my name is spelled [PII], or was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am. That's all. Thank you. You have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL you too thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm