AccountId: 011433970860
ContactId: 2e18fd9e-1ee9-44e7-9e2b-ddca6ad4a78a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109160 ms
Total Talk Time (AGENT): 41358 ms
Total Talk Time (CUSTOMER): 42022 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/2e18fd9e-1ee9-44e7-9e2b-ddca6ad4a78a_20250211T21:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hey,
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing? My name is [PII]. I just want to verify benefits or just want to verify eligibility of a member. Sorry.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. 016730, I'm sorry, 73603 M as in Mary, L as in Lima.
[AGENT][NEUTRAL] OK, and what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, [PII], no [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], you're just wanting to verify eligibility dates?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, I have that information for you. Showing the policy effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this policy is active at this time and did you have any other questions?
[CUSTOMER][NEUTRAL] Just your name and a reference number if possible.
[AGENT][NEUTRAL] Mhm. You'll use my name in today's date as reference for today's call. It's [PII]
[CUSTOMER][POSITIVE] Thank you, Ms. [PII] today. You have a wonderful day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.