AccountId: 011433970860
ContactId: fa5fcb24-6db4-48ce-a759-0451bfce9dfc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92830 ms
Total Talk Time (AGENT): 36541 ms
Total Talk Time (CUSTOMER): 27802 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/fa5fcb24-6db4-48ce-a759-0451bfce9dfc_20250616T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. I was calling because I needed to check eligibility to see if this plan is still active.
[AGENT][NEUTRAL] I can help you with eligibility. Who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII]. I'm calling from a provider's office.
[AGENT][NEUTRAL] Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number with you?
[CUSTOMER][NEUTRAL] Uh, the policy number it says 1106166.
[AGENT][NEUTRAL] OK give me just a moment to look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Right, it looks like the policy number you gave me had an effective date of [PII].
[AGENT][NEUTRAL] That policy lapsed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he does not have any other active policies with us.
[CUSTOMER][POSITIVE] All right thank you you have a good day.
[AGENT][POSITIVE] Great, thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.