AccountId: 011433970860
ContactId: afafbe23-9bce-47f0-8a0e-d95ad3851967
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105080 ms
Total Talk Time (AGENT): 50870 ms
Total Talk Time (CUSTOMER): 24131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/afafbe23-9bce-47f0-8a0e-d95ad3851967_20250113T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to verify eligibility for one of your members please.
[AGENT][NEUTRAL] OK, [PII], um, can I get your callback number please sir just in case our call is disconnected.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number please, sir?
[CUSTOMER][NEUTRAL] 021-817771.
[AGENT][NEUTRAL] OK, thank you, and looking for eligibility, let me pull her policy in real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, [PII], looking at this policy for Ms. [PII], I do show that the policy lapsed on [PII].
[AGENT][NEUTRAL] But I'm going to check to see if she has anything active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No sir, she does not have any active policies with us.
[CUSTOMER][POSITIVE] Great, thank you very much I appreciate you looking. May I have a reference number please?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Great thank you very much.
[AGENT][POSITIVE] You're welcome [PII] you have a good week and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye bye.