AccountId: 011433970860
ContactId: 0bce67e6-f1d8-4931-891a-81e5008f1498
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84389 ms
Total Talk Time (AGENT): 37397 ms
Total Talk Time (CUSTOMER): 29282 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/0bce67e6-f1d8-4931-891a-81e5008f1498_20250523T13:16_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] I
[CUSTOMER][NEUTRAL] Um, I need to check to see if my patient's active.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] 652-357
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Can you send me a fast fax?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, so I'll send this over to you right now. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Alrighty, well, thank you for calling APL [PII]. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.