AccountId: 011433970860
ContactId: 40e5faa4-5135-40cf-8744-0712548c3c43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90430 ms
Total Talk Time (AGENT): 28449 ms
Total Talk Time (CUSTOMER): 35331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/40e5faa4-5135-40cf-8744-0712548c3c43_20250327T12:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I am checking eligibility for a member, and did you say your name was [PII]?
[AGENT][NEUTRAL] It is, and your name?
[CUSTOMER][POSITIVE] Thank you, [PII]?
[AGENT][NEUTRAL] And the policy number and a good phone number [PII]?
[CUSTOMER][NEUTRAL] Um, phone number is [PII]. Policy number is 023615-05.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information and we're just checking eligibility dates.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And I show the policy is active at this time. And any other questions, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I believe that's all of that that I needed. Is there a reference number for our call?
[AGENT][NEUTRAL] Mhm you'll use my name in today's date as reference for today's call.
[CUSTOMER][NEUTRAL] OK, initial to your last name please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Fabulous thank you [PII] for your help have a wonderful day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day as well.
[CUSTOMER][POSITIVE] Thank you bye.