AccountId: 011433970860
ContactId: 316d14d8-ae7d-4632-a70e-4312644fce5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84589 ms
Total Talk Time (AGENT): 37068 ms
Total Talk Time (CUSTOMER): 32927 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/316d14d8-ae7d-4632-a70e-4312644fce5c_20250430T19:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII]. I'm calling from um Avi Patient Access support for quality purposes. This call may be recorded. I'm just calling to check to see if the patient's plan is active.
[AGENT][NEUTRAL] OK, I can assist with that, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much and what is the policy number please?
[CUSTOMER][NEUTRAL] Um, 02609209.
[AGENT][NEUTRAL] OK, thank you, [PII]. Let me just repeat that to you. I have that as 02609209.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you so much and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][NEUTRAL] OK, thank you very much for that [PII], and you're calling to check eligibility. Give me one second. Excuse me. The member shows effective as of [PII], and this policy shows currently active.
[CUSTOMER][NEUTRAL] And this is a medical plan? Am I correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK. All right, thank you so much. You have a great rest of your day.
[AGENT][POSITIVE] You as well, [PII], thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][NEUTRAL] Bye.