AccountId: 011433970860
ContactId: 063a3940-02be-449d-9061-07c4d062e0a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81720 ms
Total Talk Time (AGENT): 20028 ms
Total Talk Time (CUSTOMER): 32459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/063a3940-02be-449d-9061-07c4d062e0a1_20250604T17:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]
[CUSTOMER][NEUTRAL] I am calling from Utah State Medicaid, and I'm just needing to check eligibility on a policy for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And policy number for that patient?
[CUSTOMER][NEUTRAL] 02434540
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy terminated [PII], and I don't show a current policy on file.
[CUSTOMER][POSITIVE] OK, perfect. That was everything I needed from you today, hon. Thank you so much for your time.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.