AccountId: 011433970860
ContactId: e2576727-c9ca-44fc-8352-b1bc1ba029ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138559 ms
Total Talk Time (AGENT): 32296 ms
Total Talk Time (CUSTOMER): 55405 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/e2576727-c9ca-44fc-8352-b1bc1ba029ed_20250509T19:50_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], this is [PII] calling from G Private Diagnostic Clinic to check any member eligibility and benefits.
[AGENT][NEUTRAL] OK. Do you have a good callback number, [PII], and I can help you with benefits.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] 1139062
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Uh, looks like this policy terminated [PII].
[CUSTOMER][POSITIVE] Thank you. And can I get the effective date too?
[AGENT][NEUTRAL] Effective date [PII].
[CUSTOMER][NEUTRAL] OK. Are you saying that it's [PII] and got them on [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, sorry for that. It's [PII] and got term on [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is this patient has in their active policy?
[AGENT][NEUTRAL] No, there's no other active policy.
[CUSTOMER][POSITIVE] Thank you. Thank you so much, [PII], for this information. And could you please spell your name?
[AGENT][NEUTRAL] My name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] [PII]. Thank you, [PII].
[CUSTOMER][NEUTRAL] It's uh [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. And can I get your call reference number?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much and have a great day. Take care. Bye-bye.
[AGENT][NEUTRAL] APL you as well. Bye bye