AccountId: 011433970860
ContactId: 40cbf13d-f1ed-4fbd-a192-60976b664bcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74599 ms
Total Talk Time (AGENT): 33399 ms
Total Talk Time (CUSTOMER): 35142 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/40cbf13d-f1ed-4fbd-a192-60976b664bcc_20250220T20:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Lexington Medical Center. I was just calling to verify eligibility for a member.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 02432980.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And is there a call reference number?
[AGENT][NEUTRAL] Uh, no, ma'am, we don't give reference numbers, you may use my name in today's date if you like.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Alright, [PII], thank you so much for your help. I really appreciate it.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thank you for calling APL. Have a great day. Bye.
[CUSTOMER][POSITIVE] Thank you, you also. Bye bye.