AccountId: 011433970860
ContactId: 4f14412e-2e55-4211-9f53-a0db2218fe8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102349 ms
Total Talk Time (AGENT): 31463 ms
Total Talk Time (CUSTOMER): 55555 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/4f14412e-2e55-4211-9f53-a0db2218fe8e_20250403T13:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling to get eligibility on a member.
[AGENT][POSITIVE] I'd be happy to assist with eligibility today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, it is 1253752.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, Ms. [PII] and with an [PII], um, Valido, and [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for that. Please be advised verification of coverage is not a guarantee of payment. Now I do show this policy lapsed [PII].
[CUSTOMER][NEUTRAL] Wow, it's a long time ago.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Oh my goodness. OK.
[CUSTOMER][NEUTRAL] Um, OK, since you said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] On [PII]. OK. Um, [PII], do you give call reference numbers?
[AGENT][NEUTRAL] It's just my name and today's date and time. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Uh, no, um, what is the first initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, [PII]. No, thank you. That's all that I needed to know. Thanks for your help. You have a wonderful rest of your day. Thank you. Thanks. You're welcome. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][POSITIVE] You too. Thank you. Bye-bye.