AccountId: 011433970860
ContactId: 3309ec76-dc16-456b-8482-b24b4a8095eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109730 ms
Total Talk Time (AGENT): 39569 ms
Total Talk Time (CUSTOMER): 41245 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/3309ec76-dc16-456b-8482-b24b4a8095eb_20250521T15:13_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], this is [PII] calling from provider's office checking on eligibility for a member.
[AGENT][POSITIVE] Yeah, I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] So, before that, I would like to inform you that this call is being recorded for quality and training purpose. Policy number starts with 2501637.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the data service and bill charges?
[CUSTOMER][NEUTRAL] Uh, I just need the eligibility for this number.
[AGENT][NEUTRAL] Oh, just eligibility?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh [PII] is the effective date and that policy is active.
[CUSTOMER][NEUTRAL] Help me with the claim mailing address.
[AGENT][NEUTRAL] Uh, claim mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Sure, thank you so much for your assistance. I will help me with the call reference number.
[AGENT][NEUTRAL] Uh, call reference number is my name is [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You you as well. Bye-bye.