AccountId: 011433970860
ContactId: a9ca9ece-bd79-4511-b1b5-9d55e1293b8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92050 ms
Total Talk Time (AGENT): 46480 ms
Total Talk Time (CUSTOMER): 38108 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a9ca9ece-bd79-4511-b1b5-9d55e1293b8a_20250213T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to uh check eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, OK, 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] Yes, ma'am. It is 02456459.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, so it should be a different policy number.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not, this was the only policy they had with us.
[CUSTOMER][POSITIVE] OK, alright, thank you. I appreciate your help and what is a a conference, a confirmation number I could use?
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Uh, that is everything. Thank you for your help.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.