AccountId: 011433970860
ContactId: 10e12c3c-7753-416a-914a-e5769544a918
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74819 ms
Total Talk Time (AGENT): 36530 ms
Total Talk Time (CUSTOMER): 26308 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/10e12c3c-7753-416a-914a-e5769544a918_20250109T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I just need to see if a patient still has eligibility.
[AGENT][NEUTRAL] Alright, [PII], I'm happy to check on benefits. Uh, what is the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, member number is 02137363.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Birthday is [PII].
[AGENT][POSITIVE] All right, thank you so much. So looks like the member had a plan with us the effective date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, [PII]. This policy has termed as of [PII]. I don't show any other active policies with us.
[CUSTOMER][POSITIVE] OK, perfect. That was all I needed to know thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.