AccountId: 011433970860
ContactId: be2aec0d-3074-4d1a-b657-c2197e5fef70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164570 ms
Total Talk Time (AGENT): 57870 ms
Total Talk Time (CUSTOMER): 59398 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/be2aec0d-3074-4d1a-b657-c2197e5fef70_20250311T14:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling AT
[AGENT][NEUTRAL] Oh this is
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I'm calling from Center for Diagnostic Imaging, uh, calling to check eligibility and benefits for a member.
[AGENT][NEUTRAL] OK, I can help you and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're
[AGENT][NEUTRAL] on which patient, sir?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] This is for patient [PII].
[AGENT][NEUTRAL] OK. And what's the patient's date of birth and policy number?
[CUSTOMER][NEUTRAL] Yes, her date of birth is [PII]. Her policy number is 01824853M [PII] in [PII] in [PII]
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Or just
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, sir. Let me look this patient up real quick.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show that this policy for AA is no longer active.
[AGENT][NEUTRAL] Um, the policy lapsed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check though. I'm gonna look and see if she has an active policy, and she does not have any active policies with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So her policy is terminated.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so she doesn't have any other plan with you guys.
[CUSTOMER][NEUTRAL] All right, thank you for your help, miss, and could I have a reference number for this call?
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] Yes, you can use my name, [PII] and today's date.
[CUSTOMER][POSITIVE] All right. Thank you for your help, sir. Have a good day.
[AGENT][NEUTRAL] You too, [PII], is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] You too
[CUSTOMER][POSITIVE] No, that's all. Thank you very much.
[AGENT][POSITIVE] OK, you have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.