AccountId: 011433970860
ContactId: d81cd22e-7241-4fce-8d28-0b88b93e5c6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81139 ms
Total Talk Time (AGENT): 37507 ms
Total Talk Time (CUSTOMER): 31662 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/d81cd22e-7241-4fce-8d28-0b88b93e5c6b_20241230T15:47_UTC.wav
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[CUSTOMER][NEUTRAL] At the gym.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I need to verify benefits and eligibility for a patient please.
[AGENT][NEUTRAL] I could check benefits and eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][POSITIVE] I do yes ma'am it is.
[CUSTOMER][NEUTRAL] 02492139
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] birthday is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, he does not. This was the only policy he had with us, [PII].
[CUSTOMER][NEUTRAL] In term 91 of 24.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.