AccountId: 011433970860
ContactId: 17fb7c37-1ead-48fb-8344-02177a3a8117
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140309 ms
Total Talk Time (AGENT): 46867 ms
Total Talk Time (CUSTOMER): 54927 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/17fb7c37-1ead-48fb-8344-02177a3a8117_20250604T19:14_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I just want to check eligibility. Can you please help me with that?
[AGENT][NEUTRAL] Sure, I can verify your uh eligibility for you, [PII], and what is the policy number please?
[CUSTOMER][NEUTRAL] Ma'am, go with the member name, ma'am, because it is too confusing. I don't have the member ID number, please.
[AGENT][NEUTRAL] OK, what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, patient's name is uh [PII]. It is [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] Sorry, [PII]
[AGENT][NEUTRAL] Uh, spell that last name again [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Verify the patient's date of birth.
[CUSTOMER][NEUTRAL] Mm, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, you provide me the patient uh mailing, uh, member ID number?
[AGENT][NEUTRAL] 2,473,510.
[AGENT][NEUTRAL] And [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the callback number?
[CUSTOMER][NEUTRAL] [PII]. And provide me the correct mail, member ID number?
[AGENT][NEUTRAL] Give it to me one more time. You said 609-301 and what was the rest?
[CUSTOMER][NEUTRAL] 0332.
[AGENT][NEUTRAL] OK. The patient's policy number is 2,473,510.
[CUSTOMER][POSITIVE] 2,473,510. OK. Thank you. Have a nice day. Bye-bye.
[AGENT][POSITIVE] Right, mhm, thank you for calling APL. Have a great day.