AccountId: 011433970860
ContactId: fb7a77c0-56af-45a1-b1e9-6ce96cd4da6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111620 ms
Total Talk Time (AGENT): 36619 ms
Total Talk Time (CUSTOMER): 48719 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/fb7a77c0-56af-45a1-b1e9-6ce96cd4da6e_20250210T21:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII] calling from NT system. I'm just calling to see if a member's um, benefits are still active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um, let's see, 02263101.
[AGENT][NEUTRAL] OK, one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], I can't say that last name. It's [PII] [PII] [PII].
[AGENT][NEUTRAL] OK. Um, well, I show his effective date is [PII], and he is active on the policy.
[CUSTOMER][NEUTRAL] It's active.
[CUSTOMER][NEUTRAL] Um, is there a policy type? Is it just a supplement?
[AGENT][NEUTRAL] It's a secondary supplemental policy.
[CUSTOMER][POSITIVE] Perfect, that's all we needed to put on there.
[CUSTOMER][NEUTRAL] Active. All right, that's all actually, uh, this, what was the um effective date? I scribbled. My pen wasn't working.
[AGENT][NEUTRAL] Uh, this way it works. [PII].
[CUSTOMER][NEUTRAL] The [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right, that's all I actually needed.
[AGENT][POSITIVE] All right, Ms. [PII], thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.