AccountId: 011433970860
ContactId: de85ca8a-8f4e-466a-b0f1-d8037921f7e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173470 ms
Total Talk Time (AGENT): 46821 ms
Total Talk Time (CUSTOMER): 71567 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/de85ca8a-8f4e-466a-b0f1-d8037921f7e1_20250409T21:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from South By Hospital. I wanted to verify eligibility and benefits for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with the eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is 025943413, M as in Mike, L as in Lima, and the number 8.
[AGENT][NEUTRAL] Uh, I think I might have uh too many numbers. Um, could you repeat that one more time, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 025943
[CUSTOMER][NEUTRAL] 413 M as in Mike, L as in Lima, the number 8.
[AGENT][POSITIVE] OK, great. Thank you so much.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, I'm not pulling that up either. Um, let's see, what's the last name?
[CUSTOMER][NEUTRAL] Uh, the last name is [PII], the double last name.
[CUSTOMER][NEUTRAL] And then the first name is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or [PII]?
[AGENT][NEUTRAL] And it
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] OK, um, on the last name, I'm sorry, it was [PII], what was the last?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like I've got for the policy 2593413.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, but I show this is.
[CUSTOMER][NEUTRAL] Oh, so the 259341, so there's no 4 in between the 9 and the 3.
[AGENT][NEUTRAL] Correct, yeah. Um, looks like this policy is actually terminated [PII]. Uh, I checked to see if there's another policy. I don't show one on file.
[CUSTOMER][POSITIVE] OK, that was nice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, OK, perfect. Alrighty, thank you so much for your help, [PII].
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.