AccountId: 011433970860
ContactId: 771bcb56-caeb-4a29-baf4-02239276bf7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76900 ms
Total Talk Time (AGENT): 33262 ms
Total Talk Time (CUSTOMER): 31792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/771bcb56-caeb-4a29-baf4-02239276bf7e_20250407T21:23_UTC.wav
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[AGENT][NEUTRAL] For contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] from Memorial Preservices department, and I'm just calling to verify a member's eligibility, please.
[AGENT][NEUTRAL] I can help with eligibility. Uh, [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] 1422277 ML8
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And the and uh is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else at all I can tell you besides the um eligibility?
[CUSTOMER][NEUTRAL] No, you said [PII]?
[AGENT][POSITIVE] Uh, that is correct, yes
[CUSTOMER][NEUTRAL] OK perfect no that's all I need thank you or maybe a reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Alrighty thank you have a good day.
[AGENT][POSITIVE] Thanks for contacting UP