AccountId: 011433970860
ContactId: 08e878b6-30a3-47d0-8640-25530653d1c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109610 ms
Total Talk Time (AGENT): 41352 ms
Total Talk Time (CUSTOMER): 57806 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/08e878b6-30a3-47d0-8640-25530653d1c3_20250619T14:00_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. My name's, um, [PII]. I'm with Milestone Family Medicine, and I'm calling to get eligibility please or.
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, [PII]. I'm sorry. And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I do. Let's see, let me pull this card up. It's 025.
[CUSTOMER][NEUTRAL] 72,570.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I have documents we need to update on her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And were you just needing benefits or claim status?
[CUSTOMER][NEUTRAL] Just eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And your name again was [PII]?
[AGENT][NEUTRAL] Yes, ma'am. [PII]
[CUSTOMER][POSITIVE] Well thank you so much.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.