AccountId: 011433970860
ContactId: 03659782-267b-44b2-bbbd-06b7a75694d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97940 ms
Total Talk Time (AGENT): 50495 ms
Total Talk Time (CUSTOMER): 36520 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/03659782-267b-44b2-bbbd-06b7a75694d0_20250321T16:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, good morning. I just needed to verify members eligibility status to see if they're still active.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] It would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] Uh yes, and that is [PII]
[AGENT][NEUTRAL] Thank you, [PII], and a callback number?
[CUSTOMER][NEUTRAL] Yeah that'll be area code [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Sorry, that is 02458526.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] Thank you, and I can help you with eligibility. I'm showing that [PII]'s policy is active. Effective date is [PII]. And [PII], this is a secondary policy to her major medical. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that'll be it. I really appreciate it. Is there a call reference number?
[AGENT][NEUTRAL] It's gonna be my name in today's state and I spell my name [PII] last name, [PII].
[CUSTOMER][POSITIVE] Got it, [PII], thank you so much.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility, [PII]. Thank you for calling APL. Hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.