AccountId: 011433970860
ContactId: 2d660ca8-4ff0-47a0-bac7-2d47249509cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92000 ms
Total Talk Time (AGENT): 36926 ms
Total Talk Time (CUSTOMER): 28864 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/2d660ca8-4ff0-47a0-bac7-2d47249509cf_20250324T18:35_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]. How are you today?
[AGENT][POSITIVE] I am good, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm good. I'm calling from a provider's office just trying to see if the patient still has active coverage with you guys.
[AGENT][NEUTRAL] OK, I can check eligibility for you and what is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. And what is that policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is 02361937.
[AGENT][NEUTRAL] OK. I have that as 02361937. Thank you. Please verify the patient's name and date of birth. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have [PII] [PII].
[AGENT][NEUTRAL] OK, thank you very much, and you're calling to check to see if the member is still active. Uh, yes, he is as of [PII], and this policy shows active for landing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that is all I needed to know. Can I have a reference number for this call, please?
[AGENT][NEUTRAL] You're welcome. We do not use reference numbers, [PII], but you can use my name and today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Take care bye.
[CUSTOMER][NEUTRAL] You too bye bye.