AccountId: 011433970860
ContactId: 61955d7e-0310-4f6d-bece-bf376a48436c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86540 ms
Total Talk Time (AGENT): 34873 ms
Total Talk Time (CUSTOMER): 24198 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/61955d7e-0310-4f6d-bece-bf376a48436c_20250204T17:38_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling to see if a member's um plan she was still active on it.
[AGENT][NEUTRAL] OK, I can check the eligibility for you, ma'am. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, Miss [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And patients policy number, please?
[CUSTOMER][NEUTRAL] 02566573
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that uh [PII]'s policy is active and her effective date is [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] You're very welcome. You have a good day, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.