AccountId: 011433970860
ContactId: 0dc73629-a01a-4542-8a3a-d3c52f663b6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69919 ms
Total Talk Time (AGENT): 27388 ms
Total Talk Time (CUSTOMER): 29771 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0dc73629-a01a-4542-8a3a-d3c52f663b6c_20250204T14:03_UTC.wav
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[AGENT][NEUTRAL] How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to uh make sure a patient's still active.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] [PII], can I have a policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] 01714312
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Is this this [PII]'s date of birth or the policyholder's date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, that's [PII]. I'm sorry, I'm looking for [PII] tell it 12888.
[AGENT][NEUTRAL] And what is
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] [PII]'s policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.