AccountId: 011433970860
ContactId: 6d4275e4-af1b-4d56-8a7d-7dde00adeac9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120879 ms
Total Talk Time (AGENT): 46069 ms
Total Talk Time (CUSTOMER): 66956 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/6d4275e4-af1b-4d56-8a7d-7dde00adeac9_20250318T12:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, um, I'm sorry, you said [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you. Um, hi, um, my name is [PII]. I am calling to verify a member's eligibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you, [PII]. Uh, what's the policy number?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] 02574097.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEGATIVE] Apologies are bad this morning. um, it's my direct line.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for that information. And [PII], you're just needing the effective date and if the policy is current?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I have that for you. Um, I'm showing an effective date of [PII]. Uh, this policy is active at this time. And did you have any other questions?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and this is the ID that we use for, um, billing her claims because there were two IDs on the card. I wasn't sure which one, you know, it's for billing purposes.
[AGENT][POSITIVE] You provided the correct one, yes.
[CUSTOMER][NEUTRAL] OK, great. It, it doesn't need a great number on the claim or anything like that? OK, wonderful. Alright, um, then is there a reference number for our call today?
[AGENT][NEGATIVE] It does not.
[AGENT][NEUTRAL] You'll use my name in today's date as your reference. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, great. All right, well, thank you so much for your time, [PII].
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too now bye bye.
[AGENT][NEUTRAL] Bye bye.