AccountId: 011433970860
ContactId: 5a6703f6-e36b-4354-ae96-c11036875f6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122720 ms
Total Talk Time (AGENT): 51780 ms
Total Talk Time (CUSTOMER): 33603 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/5a6703f6-e36b-4354-ae96-c11036875f6b_20250604T14:19_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm just calling to verify eligibility for a patient.
[AGENT][POSITIVE] OK, I can help with that, [PII]. Thank you. And may I have your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the policy number?
[CUSTOMER][NEUTRAL] Um, 02389021.
[AGENT][NEUTRAL] OK, let me just repeat that to you, [PII]. I have that as 02389021.
[AGENT][NEUTRAL] the policy number.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] And verify the patients. Thank you so much. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you very much for that information, [PII], and you're calling to verify eligibility now would you need benefits as well for the member or just eligibility today?
[CUSTOMER][NEUTRAL] Um, just eligibility.
[AGENT][NEUTRAL] OK, of course, uh, the member shows effective as of [PII] and this policy shows active as a supplemental.
[CUSTOMER][POSITIVE] OK perfect and then what was your name? I'm sorry.
[AGENT][NEUTRAL] Uh, no problem, my name is [PII].
[CUSTOMER][NEUTRAL] OK, can I get a reference number for this?
[AGENT][NEUTRAL] We do not use reference numbers. You can use my name and today's date, and my last initial is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No. [PII].
[CUSTOMER][POSITIVE] OK perfect thank
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK OK thank you so much for calling HL.
[CUSTOMER][POSITIVE] OK perfect
[CUSTOMER][POSITIVE] Thank you.