AccountId: 011433970860
ContactId: e752b2a2-4027-4173-bdc9-5c82c214c340
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142110 ms
Total Talk Time (AGENT): 56473 ms
Total Talk Time (CUSTOMER): 46928 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/e752b2a2-4027-4173-bdc9-5c82c214c340_20250609T19:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, Mrs. [PII]. This is [PII] and I'm calling from Bosa courses. I would like to verify eligibility, please.
[AGENT][POSITIVE] I can help you with eligibility. [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's going to be [PII].
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] It's going to be 022-03895.
[AGENT][NEUTRAL] Give me one moment to look that up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's going to be
[CUSTOMER][NEUTRAL] 20th, date of birth, [PII].
[AGENT][NEUTRAL] And do you have that uh and you just wanted eligibility correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, it looks like this policy is no longer active. It has an effective date of [PII].
[AGENT][NEUTRAL] It looks like the policy lapsed.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see if he has any other active policies with us.
[AGENT][NEUTRAL] Um, and he has no other active policy with us. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Got you. I appreciate that. Can you please?
[CUSTOMER][NEUTRAL] Yes, please, can you please provide me the reference number of this conversation, please?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial in today's date, so [PII] and today's date.
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] Wonderful. I appreciate that. Thank you so much for this information, Mrs. [PII]. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.