AccountId: 011433970860
ContactId: 0b02d8a6-1ad5-40f6-a86d-89e131b396a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118489 ms
Total Talk Time (AGENT): 53619 ms
Total Talk Time (CUSTOMER): 42970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/0b02d8a6-1ad5-40f6-a86d-89e131b396a1_20250324T12:11_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. I need an eligibility date for a member, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name's [PII]. Last name initial [PII]
[CUSTOMER][NEUTRAL] And it's uh [PII] direct line.
[AGENT][NEUTRAL] Thank you for calling. And what is the policy number of the member that you're requesting eligibility date for?
[CUSTOMER][NEUTRAL] I have 01714184.
[AGENT][NEUTRAL] Um, can you verify that patient's name and date of birth? Give me that, hold on. Give me that policy one more time, the policy number.
[CUSTOMER][NEUTRAL] 017
[CUSTOMER][NEUTRAL] 14184.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify eligibility, correct?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] just the eligibility date.
[AGENT][NEUTRAL] Yes, [PII]'s policy has been active since [PII] and it's currently active. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's all I needed. Can I get your name again? I'm sorry because the phone was going in and out.
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference call because unfortunately we don't provide reference numbers here at APL.
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day. Good bye.
[CUSTOMER][NEUTRAL] You as well. Bye bye.