AccountId: 011433970860
ContactId: b8908149-969b-4dbe-ba3a-3387a3ebce75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80760 ms
Total Talk Time (AGENT): 34297 ms
Total Talk Time (CUSTOMER): 29391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/b8908149-969b-4dbe-ba3a-3387a3ebce75_20250124T21:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. I am calling to see if this patient's policy is active.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, 1375799 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Thank you so much. And then if I could grab your first name and callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. Let's see.
[AGENT][NEUTRAL] So it looks like the member's plan has terminated. It has not been active. They haven't had an active plan since [PII].
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] All right well then thank you so much that's all I needed.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.