AccountId: 011433970860
ContactId: 66d879fe-b7c8-46ec-b252-d891d006f0d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134550 ms
Total Talk Time (AGENT): 41139 ms
Total Talk Time (CUSTOMER): 54163 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/66d879fe-b7c8-46ec-b252-d891d006f0d1_20250408T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I am calling to do a verification on uh a patient I have here in the clinic for insurance.
[AGENT][NEUTRAL] OK, are we just needing to check eligibility?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, sure I can check that for you uh what was your name?
[CUSTOMER][NEUTRAL] Yep, um, what was that again?
[AGENT][NEUTRAL] What was your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Could you spell that for me?
[CUSTOMER][NEUTRAL] Um, it is [PII] and then [PII]
[AGENT][POSITIVE] Thank you. OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, I have um [PII].
[AGENT][NEUTRAL] OK, thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so I have 02585017.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] I have [PII], and then I have [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that. So this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] Yes, of course.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right, was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][POSITIVE] You too thank you so much bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.