AccountId: 011433970860
ContactId: 20d39e57-d296-4fba-81ca-1e125320fa29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91779 ms
Total Talk Time (AGENT): 33242 ms
Total Talk Time (CUSTOMER): 40751 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/20d39e57-d296-4fba-81ca-1e125320fa29_20250606T18:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I did not catch your name. Can you spell it with the initial to your last name?
[AGENT][NEUTRAL] Sure, [PII] [PII]
[CUSTOMER][NEUTRAL] Thank you. Mine is [PII] and last initials [PII] from Henry Ford Health System, looking to see if somebody is still active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] 02123560
[AGENT][NEUTRAL] Thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, what was the last 4 because it cut out.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII] 11-1762.
[AGENT][NEUTRAL] OK, thank you. I'm showing the effective date [PII], and she is active on the policy.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Yes ma'am, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye.