AccountId: 011433970860
ContactId: 626f409a-23b5-4851-b7af-fe1d2cd78034
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121239 ms
Total Talk Time (AGENT): 62509 ms
Total Talk Time (CUSTOMER): 41290 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/626f409a-23b5-4851-b7af-fe1d2cd78034_20250108T17:11_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. Uh, well, good afternoon. I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] OK, yeah, I'd love to help you verify some eligibility today and.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] last initial [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much, Ms. [PII], and
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] What is your member's policy number today?
[CUSTOMER][NEUTRAL] I have 1337111.
[AGENT][POSITIVE] Wonderful, let me get that pulled up. Give me just a moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Ms. [PII], would you please be able to verify for me your uh member's first name, last name, and date of birth?
[CUSTOMER][NEUTRAL] We have [PII] 1116 97.
[AGENT][POSITIVE] Wonderful, thank you so much. Ms. [PII] is current and active with us with an effective date of 11-161911-16-1990. No, that's her birthday. I'm so sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Her effective date is [PII].
[CUSTOMER][POSITIVE] Alrighty, perfect. We're rushing to Friday.
[AGENT][POSITIVE] I know we're ready.
[CUSTOMER][NEUTRAL] That's very.
[CUSTOMER][POSITIVE] Oh no worries. Thank you. And then may I have a reference for that?
[AGENT][NEUTRAL] Absolutely. The reference number is my name, [PII], last [PII], in today's date.
[CUSTOMER][POSITIVE] Alrighty, Ms. [PII], thank you so much for your help today. You have a great day. Happy New Year.
[AGENT][POSITIVE] My pleasure, Ms. [PII]. Thank you and you as well.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you bye bye