AccountId: 011433970860
ContactId: 13302b4e-9943-4002-aee6-636ab021fd25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74900 ms
Total Talk Time (AGENT): 35931 ms
Total Talk Time (CUSTOMER): 32388 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/13302b4e-9943-4002-aee6-636ab021fd25_20250306T13:10_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I'm calling from Lehigh Valley Physicians Group Orthopedics in [PII]. How are you today?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] Good thank you um I'm checking on eligibility for a member.
[AGENT][NEUTRAL] OK, the policy number?
[CUSTOMER][NEUTRAL] 02573500.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] 4 let's say [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that information, [PII], and you're just asking for the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty, I have that information for you showing an effective date of [PII] and the policy is active at this time. And any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] [PII], first initial the last is [PII], and you'll use my name in today's date as reference for today's call.
[CUSTOMER][POSITIVE] Thank you so much. Enjoy your day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Bye bye.