AccountId: 011433970860
ContactId: e5e8ce2a-b888-4c45-949d-87e19374297b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145740 ms
Total Talk Time (AGENT): 46758 ms
Total Talk Time (CUSTOMER): 48979 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/e5e8ce2a-b888-4c45-949d-87e19374297b_20250424T16:08_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] speaking. I'm calling for provider office. I'm looking for eligibility and benefits.
[AGENT][POSITIVE] Hey [PII], I can help you with eligibility and benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm. It's 01986309.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is uh [PII] and the last name is [PII] and the DOB is uh [PII].
[AGENT][NEUTRAL] OK, that policy number you gave me, it looks like it's terminated. Let me see if there is an active policy.
[CUSTOMER][NEUTRAL] So is this term?
[AGENT][NEUTRAL] Yeah, the number that you gave me, that's a term policy, but she has an active policy. Do you need that active policy number?
[CUSTOMER][NEUTRAL] Uh, can you please, uh, tell me the term date?
[AGENT][NEUTRAL] The term date of the other policy, she has a current policy, but that other policy number you gave me termed 11-2025.
[CUSTOMER][NEUTRAL] Uh, OK. And can you please, uh, tell me, uh, what is the active policy now?
[AGENT][NEUTRAL] The active policy number is 2566447.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's 256-6447. Is that?
[AGENT][NEUTRAL] It's 256-644-7.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Can you provide me any uh reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Mm, OK. That's it from my side. Thank you. Have a nice day.