AccountId: 011433970860
ContactId: fbda89b3-39ac-4259-b88d-87bf1a408cd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129449 ms
Total Talk Time (AGENT): 55377 ms
Total Talk Time (CUSTOMER): 40127 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/fbda89b3-39ac-4259-b88d-87bf1a408cd7_20250110T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Sorry about that. I was on mute. Uh, yes, uh, I, I was inquiring about a patient's uh, benefits and eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with benefits and eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. Last initial will be [PII].
[AGENT][POSITIVE] OK, thank you and may I have a call back number just in case we get disconnected Mr. [PII].
[CUSTOMER][NEUTRAL] That'll be [PII].
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number is 1070031.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And you say you need um benefits and eligibility. Um, Mr. [PII], this particular policy is terminated and I don't have a new policy. Um, the effective date of the policy is [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and it terminated on [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] OK, uh thank you so much and uh do you guys uh provide reference numbers for the calls or no?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No I got it thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] Bye bye.