AccountId: 011433970860
ContactId: b6a13ec2-49f3-43a7-9d0b-a52f897a541b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90430 ms
Total Talk Time (AGENT): 41307 ms
Total Talk Time (CUSTOMER): 32945 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b6a13ec2-49f3-43a7-9d0b-a52f897a541b_20250326T12:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling with Kramer Women's Care. I was just calling to verify a member's eligibility.
[AGENT][NEUTRAL] I can help you, [PII] [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is I just had it 02298015.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, I'll give you my direct number [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Alright, thank you for verifying that information and we're just checking the effective date and the policy is active.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I have that information for you. I'm showing an effective date of [PII]. Um, this policy is no longer active as of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, that's what I thought.
[AGENT][NEGATIVE] So no active coverage.
[CUSTOMER][NEUTRAL] OK, got you, and do you have a call reference number or do I just use your name?
[AGENT][NEUTRAL] You'll use my name in today's date uh as your reference. [PII] and then first [PII] last name is [PII].
[CUSTOMER][POSITIVE] Perfect, thank you so much [PII]. I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.