AccountId: 011433970860
ContactId: f5e141e1-71fd-42a3-9880-a880d76d0272
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89779 ms
Total Talk Time (AGENT): 36758 ms
Total Talk Time (CUSTOMER): 36137 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/f5e141e1-71fd-42a3-9880-a880d76d0272_20241230T19:37_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting A. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, I was calling to verify benefits for a member.
[AGENT][NEUTRAL] I can have the benefits. Who am I speaking, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK, thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It's gonna be.
[CUSTOMER][NEUTRAL] 02344903
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Date of birth [PII] is [PII].
[AGENT][POSITIVE] Thank you. I appreciate that. And is there a callback number, please? I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] Thank you very much. Um,
[AGENT][NEUTRAL] This is the policy that they had with us is from [PII], but it lapsed as of [PII]. So they have not had a policy with us for almost a year.
[CUSTOMER][NEUTRAL] OK, uh, when did it lapse again? I'm sorry.
[AGENT][NEUTRAL] So, um, there's, I can.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] I will
[CUSTOMER][POSITIVE] No ma'am, I'll go ahead and get with the member um and see if they can provide new insurance, but thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting AP.