AccountId: 011433970860
ContactId: d0c17acf-de9e-4f3f-b7e0-848d4eb64114
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124790 ms
Total Talk Time (AGENT): 48723 ms
Total Talk Time (CUSTOMER): 45843 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/d0c17acf-de9e-4f3f-b7e0-848d4eb64114_20250217T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling to verify, um, eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] And the call back number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] And I have the policy number here.
[AGENT][NEUTRAL] Yes, ma'am. Can I get [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 02263085.
[AGENT][NEUTRAL] OK, let me look them up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is lapsed. It's uh no longer active, effective [PII].
[AGENT][NEUTRAL] And we do not have any active policies on file for the insured.
[CUSTOMER][NEUTRAL] Then what is this?
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] So from what from what day to what day it was active?
[AGENT][NEUTRAL] From
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, thank you very very much for your help. I appreciate it.
[AGENT][POSITIVE] You're very welcome. You have a good day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.