AccountId: 011433970860
ContactId: 4fc1b422-4bd0-433b-a805-67e2f6935ecf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89620 ms
Total Talk Time (AGENT): 30033 ms
Total Talk Time (CUSTOMER): 26509 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/4fc1b422-4bd0-433b-a805-67e2f6935ecf_20250306T13:31_UTC.wav
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[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hi, I want to verify a member's eligibility.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is 01653567.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It is for [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] What's your name again, ma'am?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] And they
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're just checking eligibility, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I have that information for you. I'm showing an effective date of [PII].
[AGENT][NEUTRAL] And the policy is active at this time. And did you have any other questions?
[CUSTOMER][POSITIVE] No, ma'am, that'll be it. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Uh, bye-bye.