AccountId: 011433970860
ContactId: 2a36cfba-dd27-44b6-801c-23d4934cd63d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91309 ms
Total Talk Time (AGENT): 30500 ms
Total Talk Time (CUSTOMER): 33160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/2a36cfba-dd27-44b6-801c-23d4934cd63d_20250424T15:55_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], my name is [PII], and I'm calling to verify um eligibility.
[AGENT][NEUTRAL] OK, [PII] and I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 02502543
[CUSTOMER][NEUTRAL] ML and the number 8.
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] So the policy is effective [PII]. It's currently active. And did you need benefits, you said?
[CUSTOMER][NEUTRAL] Well, um,
[CUSTOMER][NEUTRAL] I need to, I guess I need to know if it's in network and also do you all have a group number?
[AGENT][NEUTRAL] Uh yes. My group number is.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Your number is 15493.
[AGENT][NEUTRAL] Um, this is a secondary policy, so there's no network.
[CUSTOMER][POSITIVE] OK, alright, that is all I needed, [PII] thank you have a great day.
[AGENT][POSITIVE] OK, thanks for calling APL. You as well.
[CUSTOMER][NEUTRAL] Yeah.