AccountId: 011433970860
ContactId: 066f0f9b-461b-44e0-9187-d46bddc3bfb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149889 ms
Total Talk Time (AGENT): 61811 ms
Total Talk Time (CUSTOMER): 44337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/066f0f9b-461b-44e0-9187-d46bddc3bfb7_20250528T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office checking on eligibility for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. May I please get your callback number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]. And along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][NEUTRAL] OK, and then what's the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Member policy number is 1070427.
[CUSTOMER][NEUTRAL] Member name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up just sales.
[AGENT][NEUTRAL] Information.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] OK, I do so, uh, [PII] does have an active policy with us. The effective date of the policy is
[AGENT][NEUTRAL] Let me pull that up for you real quick.
[AGENT][NEUTRAL] [PII], the policy is active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Also help me with the claim mailing address.
[AGENT][NEUTRAL] Claims mailing address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Sure, help me with the call reference number?
[AGENT][NEUTRAL] You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance, story. Have a great day.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. I hope you have a wonderful day also. That's everything I can help you with today, sir?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.