AccountId: 011433970860
ContactId: 4fa5b241-934e-42ec-a7a0-b9bf22f930b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63180 ms
Total Talk Time (AGENT): 26140 ms
Total Talk Time (CUSTOMER): 22498 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/4fa5b241-934e-42ec-a7a0-b9bf22f930b3_20250404T13:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] with pediatric specialist at Tulsa. I just need to verify member eligibility.
[AGENT][NEUTRAL] OK, well I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] He's the policy number of the patient?
[CUSTOMER][NEUTRAL] It is 02579321.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you. And did you just need the effective date or do you need benefits as well?
[CUSTOMER][POSITIVE] Just effective date.
[AGENT][NEUTRAL] Uh, looks like the policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] And is there a reference number for the phone call?
[AGENT][NEUTRAL] Uh, just my first name, [PII], first initial, last name, [PII], today's date.
[CUSTOMER][POSITIVE] All right thank you so much you have a great day.
[AGENT][POSITIVE] Thanks for calling APL you too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye