AccountId: 011433970860
ContactId: 56a1d18f-679d-4b2d-9c01-973ca8af13e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64988 ms
Total Talk Time (AGENT): 29442 ms
Total Talk Time (CUSTOMER): 22247 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/56a1d18f-679d-4b2d-9c01-973ca8af13e3_20250403T19:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with General Care Associates. I need to see if the patient's still active on a plan, please.
[AGENT][NEUTRAL] OK, may I have your name again?
[CUSTOMER][NEUTRAL] [PII] I M.
[AGENT][NEUTRAL] And your callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much, [PII]. What is the policy number, please?
[CUSTOMER][NEUTRAL] It's 602-508.
[AGENT][NEUTRAL] Thank you, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much, and you're calling to check eligibility. Give me one second please, one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you, thank you, um, the membership, thank you, the member shows effective as of [PII], and this policy shows active.
[CUSTOMER][POSITIVE] OK perfect that's what I needed I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL thank you have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. You too. Bye-bye.