AccountId: 011433970860
ContactId: 0d0e1703-223d-461e-940a-44e730c2c7d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102339 ms
Total Talk Time (AGENT): 35462 ms
Total Talk Time (CUSTOMER): 39554 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/0d0e1703-223d-461e-940a-44e730c2c7d6_20250415T12:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hey, [PII], my name is [PII] from AMed in [PII]. Um, I just wanna verify eligibility for a patient.
[AGENT][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefits, is that correct?
[CUSTOMER][NEUTRAL] Right, yes ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] I can
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes ma'am, what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] 02292666
[AGENT][NEUTRAL] Thank you one moment please while I get the member's information pulled up.
[AGENT][NEUTRAL] And any information that I do provide for you today.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] For your verification of benefits and not a guarantee of ma'am, can you? Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, ma'am, I can hear you. Can you hear me? Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, yes ma'am, yes ma'am, I can hear you.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Hello. Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, and can, yes.