AccountId: 011433970860
ContactId: be891d72-1888-40f4-b5b7-464d71827fdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117980 ms
Total Talk Time (AGENT): 54920 ms
Total Talk Time (CUSTOMER): 41445 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/be891d72-1888-40f4-b5b7-464d71827fdc_20250407T13:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm checking on a member's eligibility and benefits.
[AGENT][NEUTRAL] I can help with eligibility benefits with whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name initial [PII].
[AGENT][NEUTRAL] OK, thank you. What is the policy number, please, that I may look at?
[CUSTOMER][NEUTRAL] I have here 023.
[CUSTOMER][NEUTRAL] 04973.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] This is for [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] OK, thank you. Um, the policy went into effect on [PII], and it was active until [PII]. Now it lapsed at that time, uh, so there isn't another policy that she has with us. This was through her employer, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So already terminated.
[AGENT][NEGATIVE] Yes, yeah, it's been terminated and so I don't know what she her employer. I don't know if she's still there or not, but this policy isn't active anymore.
[CUSTOMER][NEUTRAL] Termination date is [PII], right?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And effectively is [PII]. So just for the six months.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] Thank you, reference number for the call please.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII].
[AGENT][NEUTRAL] We're gonna use that today's date as a reference.
[CUSTOMER][POSITIVE] Thank you that'll be all and have a great day.
[AGENT][POSITIVE] Mhm thanks for contacting ATO.