AccountId: 011433970860
ContactId: 6df8660d-7da5-4145-897a-82efed6fe7c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123610 ms
Total Talk Time (AGENT): 48196 ms
Total Talk Time (CUSTOMER): 40149 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/6df8660d-7da5-4145-897a-82efed6fe7c7_20250207T15:17_UTC.wav
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[AGENT][NEUTRAL] For calling AP health, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. I'm sorry, who am I speaking with, please?
[AGENT][NEUTRAL] My my name is [PII].
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], may I have your last name initial, please?
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Thank you. Today I'm calling to verify eligibility for a mutual patient. May I provide you with member ID?
[AGENT][NEUTRAL] OK, let me get your name first.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], now what's the policy number?
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 16,770.
[AGENT][NEUTRAL] You know what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII], give me the policy number or you gave me 251.
[AGENT][NEUTRAL] 6770.
[CUSTOMER][NEUTRAL] I'm sorry, one sec. So.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][NEUTRAL] OK, and you're just wanting the effective date and if the policy is currently active?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII]. Um, this policy is active at this time, and did you have any other questions I can help out with today?
[CUSTOMER][NEUTRAL] Um, if you can provide me with a reference number for this call?
[AGENT][NEUTRAL] You'll use my name in today's state as your reference, [PII], first initial last name is [PII].
[CUSTOMER][NEUTRAL] OK, and the time?
[AGENT][NEUTRAL] I'm Central Standard.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright well thank you very much have a great day.
[AGENT][POSITIVE] You too, thanks for calling APL. Have a good day, No [PII].
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye bye.