AccountId: 011433970860
ContactId: 473bd075-ce9c-4ed4-8fd2-9f50927d358a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89250 ms
Total Talk Time (AGENT): 30561 ms
Total Talk Time (CUSTOMER): 49490 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/473bd075-ce9c-4ed4-8fd2-9f50927d358a_20250404T15:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning, [PII]. My name is [PII]. I'm calling from a provider's office. I was just calling to check if the member's policy is still active.
[AGENT][NEUTRAL] OK, I can help with that, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] Thank you [PII] it's [PII].
[AGENT][POSITIVE] Thank you very much. What is your policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, the policy number is 02517406.
[AGENT][NEUTRAL] Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, the patient is [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you very much for that, [PII] and you're just calling to verify eligibility. Would you need benefits as well for her?
[CUSTOMER][NEUTRAL] Let's see just eligibility.
[AGENT][NEUTRAL] OK, certainly, um, she shows effective as of [PII] and this policy shows active for her.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, got it. OK, that's all I needed, [PII]. thank you so much for your help. I appreciate it greatly.
[AGENT][POSITIVE] You're welcome, [PII], and thank you for calling APL. You have a great weekend. Thank you.
[CUSTOMER][POSITIVE] Same to you take care thank you bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Let me