AccountId: 011433970860
ContactId: 15393735-7574-4bf0-a087-ec3949267a11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119580 ms
Total Talk Time (AGENT): 36006 ms
Total Talk Time (CUSTOMER): 33891 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/15393735-7574-4bf0-a087-ec3949267a11_20250521T18:40_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to see if a member is active on a patient's policy.
[AGENT][NEUTRAL] OK, we can help you with eligibility. Um, could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] 02623675
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] You want the policy holder or the patient?
[AGENT][NEUTRAL] Uh, the patience.
[CUSTOMER][NEUTRAL] Um, it is [PII] [PII].
[AGENT][NEUTRAL] Uh, looks like this policy for her is active and effective [PII].
[CUSTOMER][NEUTRAL] And is she the spouse or?
[AGENT][NEUTRAL] Um, she is.
[AGENT][NEUTRAL] Uh, yes, she's the spouse.
[CUSTOMER][NEUTRAL] OK, and I got one other patient.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, and what's that policy number?
[CUSTOMER][NEUTRAL] It's the same policy number.
[AGENT][NEUTRAL] Oh, OK. Uh, is it for [PII]?
[CUSTOMER][NEUTRAL] No for [PII].
[AGENT][NEUTRAL] Um, I don't have [PII] covered under this policy. I've just got [PII] and [PII].
[CUSTOMER][NEUTRAL] OK, and no other, no dependents?
[AGENT][NEUTRAL] No dependent.
[CUSTOMER][POSITIVE] All right thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye