AccountId: 011433970860
ContactId: 2c0a68c9-0814-4de2-bce6-3c4feabdcb98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84750 ms
Total Talk Time (AGENT): 37340 ms
Total Talk Time (CUSTOMER): 27748 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/2c0a68c9-0814-4de2-bce6-3c4feabdcb98_20250625T17:35_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good afternoon, um, I just need an effective date on a patient's plan, please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Uh yes, it's uh [PII], last initial [PII], and I'm sorry, I didn't catch your name at the beginning.
[AGENT][NEUTRAL] [PII] and today's date of the reference la because we don't provide reference numbers. What is your callback number?
[CUSTOMER][NEUTRAL] Um, 786.
[CUSTOMER][NEUTRAL] Excuse me, 5946823.
[AGENT][NEUTRAL] Thank you and the policy number of the member that you're calling to verify eligibility for today?
[CUSTOMER][NEUTRAL] 02636871.
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth, then I'll be able to assist you with the effective date.
[CUSTOMER][NEUTRAL] Uh, yeah, it's [PII], 61459.
[AGENT][NEUTRAL] This policy has been active since [PII] and it's currently active. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much for your time have a great rest of your week.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling API. You have a great one as well. Goodbye.