AccountId: 011433970860
ContactId: 5be9c6b2-d06b-4505-beed-5d60c9260aa3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169619 ms
Total Talk Time (AGENT): 58056 ms
Total Talk Time (CUSTOMER): 63880 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/5be9c6b2-d06b-4505-beed-5d60c9260aa3_20250425T16:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi. Uh, my name is [PII] I'm calling you from.
[CUSTOMER][POSITIVE] I would like to say that I like for my.
[AGENT][NEUTRAL] I'm sorry [PII] um I can barely hear you uh may I have your callback number please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, let me, let me just repeat that, OK? I'm sorry, I'm not, I think you have me on speakerphone, but the number I think is [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] What is the policy number, please?
[CUSTOMER][NEUTRAL] Yes, policy number is 0250161AM as in Mary, L as in Larry A.
[AGENT][NEUTRAL] I'm sorry. Can you please repeat that for me, please?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 5016
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] Letter M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was 02501618 ML8.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Is that right?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] K K B. Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling for eligibility, is that correct, please, [PII]? So I can assist you?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, thank you. Um, the member shows effective as of [PII], this policy shows active.
[CUSTOMER][NEUTRAL] It's active in last year, [PII]. OK.
[CUSTOMER][POSITIVE] OK, thank you. May I have a
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you very much for that. Uh, may I have a reference number?
[AGENT][NEUTRAL] We do not.
[AGENT][NEUTRAL] We do not provide reference numbers. You can use my name [PII] last initial [PII] and today's date. Anything else I can help you with, please?
[CUSTOMER][POSITIVE] No, that would be it. Thank you very much. I appreciate it.
[AGENT][POSITIVE] Thank you for calling APL. Take care. Bye.