AccountId: 011433970860
ContactId: 78e9654c-f9df-4bed-beee-d16b85c6e5e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76440 ms
Total Talk Time (AGENT): 33530 ms
Total Talk Time (CUSTOMER): 16549 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/78e9654c-f9df-4bed-beee-d16b85c6e5e6_20250128T17:45_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I'm just calling to check eligibility for a patient.
[AGENT][POSITIVE] Oh, I'd love to help you with eligibility. Do you mind if I have your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you Miss [PII] and the member's policy number?
[CUSTOMER][NEUTRAL] It's gonna be 616-816.
[AGENT][NEUTRAL] Alright, let me pull that up for you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, thank you so much for your patience and would you be able to verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 444 1169
[AGENT][NEUTRAL] Alright, I do see [PII] here. She is current and active with an effective date of.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And are you wanting
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Any other details for her today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Perfect well thank you so much for calling APL you have such a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] My