AccountId: 011433970860
ContactId: 74572ca5-dd50-4437-bb56-512f2a50f045
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115760 ms
Total Talk Time (AGENT): 31382 ms
Total Talk Time (CUSTOMER): 67100 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/74572ca5-dd50-4437-bb56-512f2a50f045_20250623T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Hello. Good evening. My name is [PII], and I would like to check the benefits and eligibility for a member.
[AGENT][POSITIVE] All right, [PII]. Happy to check on benefits and eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] Um, for policy, it's 01935981 M for Mama L for Lima 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] Mhm, um, callback number it's [PII].
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII]. Um, first name [PII]. Last name [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you. So patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] All right, thank you. And may I know if are you the primary payer for this number?
[AGENT][NEUTRAL] Uh, we're the secondary. We do not have the primary information. You would have to contact the insured.
[CUSTOMER][POSITIVE] Alright, thank you so much for that information. So, um, regarding with this one, I think with the information that I need, I think this is all for me and I really do appreciate your time answering this call. Have a wonderful day. Bye for now.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.