AccountId: 011433970860
ContactId: 22def9f4-7e8b-48c1-bc03-793af41dc487
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141240 ms
Total Talk Time (AGENT): 46938 ms
Total Talk Time (CUSTOMER): 48768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/22def9f4-7e8b-48c1-bc03-793af41dc487_20250515T20:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling to verify eligibility today for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII], my direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Is 01629912ML8.
[AGENT][NEUTRAL] OK, I'm sorry. I think I missed a number. Could you repeat that for me, please?
[CUSTOMER][NEUTRAL] Of course 01629912 ML 8.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII] and then [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh, looks like this policy termed in [PII], but let me see if there's a current one.
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, looks like there is a current one and let me give you that policy number. It is 252545505.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 255505
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. Is there a group number also, [PII]?
[AGENT][NEUTRAL] Uh yes, let's see what that is. Group number is 26064.
[CUSTOMER][NEUTRAL] And she's still the main policy holder.
[AGENT][NEUTRAL] She is, um, her policy is effective 10-1-2024. It's currently active.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Great thank you so much for your help today. You have a good afternoon.
[AGENT][POSITIVE] Thank you for calling APLU as well. Bye-bye.
[CUSTOMER][NEUTRAL] Right