AccountId: 011433970860
ContactId: b69880e4-7ced-4f60-b3ce-298c2e93c996
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141899 ms
Total Talk Time (AGENT): 59104 ms
Total Talk Time (CUSTOMER): 48549 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/b69880e4-7ced-4f60-b3ce-298c2e93c996_20250409T20:22_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], my name is [PII]. Excuse me. Um, I needed your help with eligibility for a mutual patient.
[AGENT][POSITIVE] OK, Ms. [PII], I can help you with eligibility. Can you please give me your callback number, ma'am, just in case our call is disconnected and you're very welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]. Thank you. Uh, direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I have, um, so the policy number, I don't know which one it is. I don't know if it's 01896512.
[CUSTOMER][NEUTRAL] But then when I look on the card, it has only a group number.
[AGENT][NEUTRAL] OK, let me look up this, this number you just gave me sounds like a good number. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], which is [PII] [PII], Birthday is [PII].
[AGENT][NEUTRAL] OK, I'm so sorry our phone cut out for just a minute, but I've got [PII] pulled up. I've got his policy pulled up now, and this policy is no longer active. The
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Date it termed was [PII].
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] I'm checking though to see if he has another policy and he does not. So at this time, he is no longer insured with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it. So then, OK, good. Well, that's good to know. Um, [PII], thank you so much. I hope you have a great rest of your day.
[AGENT][POSITIVE] You too, Ms. [PII]. I hope you have a good one also and thank you very much for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.