AccountId: 011433970860
ContactId: d51c31ef-f1f1-4a37-aa9e-18aae70db0c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71900 ms
Total Talk Time (AGENT): 34532 ms
Total Talk Time (CUSTOMER): 23159 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/d51c31ef-f1f1-4a37-aa9e-18aae70db0c3_20250415T20:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from a provider's office. I just need to see if a patient's active with with this insurance.
[AGENT][NEUTRAL] OK, yeah, I can see that policy is active. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 02517339
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, she does not, this was the only policy she had with us.
[CUSTOMER][POSITIVE] In this term, OK, that's what I need to know. Thank you.
[AGENT][POSITIVE] Correct. Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.