AccountId: 011433970860
ContactId: 10c9ae18-e713-46dc-bd87-9e00acac70bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 68019 ms
Total Talk Time (AGENT): 31119 ms
Total Talk Time (CUSTOMER): 33718 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/10c9ae18-e713-46dc-bd87-9e00acac70bb_20250404T15:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi Hoy my provider. I'm calling to get benefits for a member, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], [PII].
[AGENT][NEUTRAL] [PII], thank you. What is the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] 1,449,430 ML 5.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility?
[CUSTOMER][NEUTRAL] Yes, benefits, um, does this cover, uh, physical therapy, outpatient hospital setting?
[AGENT][NEUTRAL] The policy terminated [PII].
[CUSTOMER][NEUTRAL] Oh, it's already.
[CUSTOMER][POSITIVE] [PII], excellent.
[AGENT][NEUTRAL] Yes, ma'am. Terminated [PII] actually effective from [PII] and terminated [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I wonder.
[CUSTOMER][POSITIVE] Excellent thank you so much and I'm sorry your name again?
[AGENT][NEUTRAL] [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much you have a great day.