AccountId: 011433970860
ContactId: 5d057d49-e681-437f-a791-8f54d30d33bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136619 ms
Total Talk Time (AGENT): 46105 ms
Total Talk Time (CUSTOMER): 53101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/5d057d49-e681-437f-a791-8f54d30d33bb_20250606T18:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII]. I'm calling from office to check members' medical eligibility.
[AGENT][NEUTRAL] Hey [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes I have. It's uh [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, I have. It's uh 02265313, M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] I show this policy is active and effective [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. OK, so for this one, do you have any group number and group name?
[AGENT][NEUTRAL] Uh, group number is
[AGENT][NEUTRAL] Group number 15371.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Thanks for confirmation.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thanks for confirmation for this one, and could you please spell out your name?
[AGENT][NEUTRAL] Uh my name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you [PII]. Do you have any call reference number for this call?
[AGENT][NEUTRAL] Uh it's just my name, [PII], uh, first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thanks for your help and you have a great day. Happy weekend. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Happy weekend. Bye-bye.