AccountId: 011433970860
ContactId: 4544f04e-ef35-4fe2-97b5-acd6ced54100
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80230 ms
Total Talk Time (AGENT): 40397 ms
Total Talk Time (CUSTOMER): 30990 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/4544f04e-ef35-4fe2-97b5-acd6ced54100_20250619T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I'd like to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], no extension.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I did 603-663.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy is active. That effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] We have all that. I'm just verifying eligibility for June. Mhm.
[AGENT][NEUTRAL] OK. Of course. Gotcha. All right. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's, that's gonna do me. Thank you so much. I hope you have a great day.
[AGENT][POSITIVE] All right, of course. Thanks for giving us a call. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.