AccountId: 011433970860
ContactId: e3ba10ac-0e18-4391-84c6-7672872d40f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125919 ms
Total Talk Time (AGENT): 24747 ms
Total Talk Time (CUSTOMER): 44928 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e3ba10ac-0e18-4391-84c6-7672872d40f2_20250609T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII] and I'm calling from Texas Digestive Disease Consultant. I need to check eligibility and benefits. Will you please help me with it?
[AGENT][POSITIVE] Yes, so, I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. It's a direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Policy number for the patient?
[CUSTOMER][NEUTRAL] Just a moment please.
[CUSTOMER][NEUTRAL] Member ID is 02243830.
[CUSTOMER][NEUTRAL] M as in [PII] in [PII].
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] A [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Uh, looks like this policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any other active policy?
[AGENT][NEUTRAL] Uh, no, it does not show there's any other active policy.
[CUSTOMER][NEUTRAL] Thank you. Can I have call reference number, please?
[AGENT][NEUTRAL] Uh, it's my name is [PII] and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] No, thank you. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye-bye.