AccountId: 011433970860
ContactId: 7e829181-b962-4f64-9cb6-895ccb459ffd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154080 ms
Total Talk Time (AGENT): 49721 ms
Total Talk Time (CUSTOMER): 58994 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/7e829181-b962-4f64-9cb6-895ccb459ffd_20250129T17:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is I'm calling to verify eligibility for one of your members.
[AGENT][NEUTRAL] OK thank you I can help you with eligibility can you please um repeat your name for me and give me your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] First name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] The policy number I have 02.
[CUSTOMER][NEUTRAL] 58978.
[AGENT][NEUTRAL] OK, can you repeat the policy number for me one more time? 025.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 189.
[AGENT][POSITIVE] OK, thank you very much. I appreciate you. Give me the policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that.
[AGENT][NEUTRAL] The insured does have an active policy and the effective date is [PII].
[CUSTOMER][NEUTRAL] One, on [PII] is the date you said?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK, got it. Thank you. Um.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] What was your name again and the reference number, please?
[AGENT][NEUTRAL] Yes, my name is [PII], and you can use my name and today's date for your reference number.
[CUSTOMER][POSITIVE] OK, thank you so much [PII] have a great day.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good day too. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.