AccountId: 011433970860
ContactId: 400b8a56-46e5-49a9-9dc1-26de486248a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83099 ms
Total Talk Time (AGENT): 37680 ms
Total Talk Time (CUSTOMER): 35297 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/400b8a56-46e5-49a9-9dc1-26de486248a8_20250624T14:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just calling to verify a member's eligibility.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy number I have is 02634402.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII], sorry.
[AGENT][NEUTRAL] Oh, I'm about to say it's the shortest extension I've heard.
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] And Mr. [PII], verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yes, uh, name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. I'm showing her effective date is [PII] at [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] She is active, OK, that's all I need, thank you so much.
[AGENT][NEUTRAL] Yes sir.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Alright you too thanks.
[AGENT][NEUTRAL] Bye.