AccountId: 011433970860
ContactId: ac0bb459-0bc0-443d-9f69-9a11c1a1b4df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122480 ms
Total Talk Time (AGENT): 44483 ms
Total Talk Time (CUSTOMER): 61468 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/ac0bb459-0bc0-443d-9f69-9a11c1a1b4df_20250604T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I want the eligibility of this patient and uh I want some questions.
[AGENT][NEUTRAL] OK, I can check that eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, I have. It is [PII], and this is a direct line call.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, the policy number is
[CUSTOMER][NEUTRAL] 01708039.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Yes, member's name is the
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is um
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy terminated [PII]. However, if you give me one moment, I'll see if she has one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the last policy this member had with us terminated [PII]. They currently do not have any active policies with us.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Have a nice day.
[AGENT][NEUTRAL] Oh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Nothing else.
[AGENT][POSITIVE] OK, yeah, thanks for calling ATL. Have a great day bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye.