AccountId: 011433970860
ContactId: 405ccf85-e864-4dfa-8aaf-aa1fc5d9ec30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115879 ms
Total Talk Time (AGENT): 45043 ms
Total Talk Time (CUSTOMER): 35589 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/405ccf85-e864-4dfa-8aaf-aa1fc5d9ec30_20250529T15:30_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], calling to verify um eligibility for a member.
[AGENT][NEUTRAL] OK, I can help with eligibility. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm. [PII], call back is [PII].
[AGENT][NEUTRAL] And [PII], do you have the policy number with you?
[CUSTOMER][NEUTRAL] Mhm 01897873.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like she was on this policy um from
[AGENT][NEUTRAL] June
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it looks like this participant was dropped on July, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Oh, OK. All righty, well.
[AGENT][NEUTRAL] OK, let me check and see if she has.
[AGENT][NEUTRAL] Uh, let me check and see if she has any other, she does not, so no, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so termed on [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you. Have a good one.
[AGENT][POSITIVE] Have a great day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.