AccountId: 011433970860
ContactId: 7d2ac70a-01c3-4b16-9e63-e3e6179ea36c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88739 ms
Total Talk Time (AGENT): 27733 ms
Total Talk Time (CUSTOMER): 34793 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/7d2ac70a-01c3-4b16-9e63-e3e6179ea36c_20250605T19:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling with surgical specialist of Clear Lake. I was just calling to verify eligibility on a member that showed that she has this, um, plan as her secondary.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the policy number for that patient?
[CUSTOMER][NEUTRAL] It's 1,546,480.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, looks like this uh policy is active and effective [PII].
[CUSTOMER][NEUTRAL] Ground and this is just a supplemental, right?
[AGENT][NEUTRAL] Uh yes, it's a secondary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And do you provide like uh call reference numbers?
[AGENT][NEUTRAL] Uh, just my name, [PII], uh, first initial to last name, [PII], and today's date. Anything else I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am. That'll be it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.