AccountId: 011433970860
ContactId: a6f5ce2b-0001-445a-81cd-91ec03108318
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97309 ms
Total Talk Time (AGENT): 36342 ms
Total Talk Time (CUSTOMER): 34768 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a6f5ce2b-0001-445a-81cd-91ec03108318_20250606T16:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling. I'm sorry, good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK, hey, I just wanted to see, um, make sure a patient was active with their insurance, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] 2486464
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], the date of birth, um, let me go back.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK. Uh, I show you had a policy with us, but it terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Terminated [PII]. I'm glad I called.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, just a reference number.
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Uh yes ma'am, thanks for calling APL. Have a great day Miss [PII].
[CUSTOMER][NEUTRAL] Bye bye.