AccountId: 011433970860
ContactId: f17290b5-6038-4e89-aaa7-4f3dbb297083
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132399 ms
Total Talk Time (AGENT): 56300 ms
Total Talk Time (CUSTOMER): 56722 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/f17290b5-6038-4e89-aaa7-4f3dbb297083_20250522T14:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just want to check elig. Can you please help me with that?
[AGENT][NEUTRAL] Yes, ma'am. I can verify eligibility for you and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Mm, yes, give me a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, policy number is
[CUSTOMER][NEUTRAL] 1,611,520.
[AGENT][NEUTRAL] Thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was that last digit, uh, last four, I'm so sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much, give me a moment.
[AGENT][NEUTRAL] And Ms. [PII], verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing he had a policy with us effective [PII]. Policy terminated [PII], and I don't show any active coverage.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sorry, [PII], sir?
[AGENT][NEUTRAL] [PII] is when the policy terminated.
[CUSTOMER][NEUTRAL] Dominated on [PII], effective date?
[AGENT][NEUTRAL] Effective date was [PII]. Policy terminated [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And termination on [PII]. Correct?
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][POSITIVE] Oh, thank you so much, ma'am.
[CUSTOMER][POSITIVE] Have a nice day. Can you spell your name?
[AGENT][NEUTRAL] Sure, it's [PII] last initial [PII] And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, no, ma'am. Thank you. Have a nice day. Goodbye.
[AGENT][POSITIVE] You too. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] OK.