AccountId: 011433970860
ContactId: 7f64cbc4-8675-4997-a2c7-ad8a2e4f528c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103089 ms
Total Talk Time (AGENT): 45828 ms
Total Talk Time (CUSTOMER): 45072 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/7f64cbc4-8675-4997-a2c7-ad8a2e4f528c_20250106T15:57_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] Hi, I'm just calling to verify eligibility for a member.
[AGENT][POSITIVE] Hey, I'd love to help you with some eligibility today. Do you mind if I get your name and a good call back number?
[CUSTOMER][NEUTRAL] Sure it's [PII] [PII].
[AGENT][POSITIVE] Perfect, I really appreciate that. And what about the member's policy number?
[CUSTOMER][NEUTRAL] Um, yeah, I need to advise first that the entire call will be monitored and recorded for quality and compliance purposes and their member ID number is 02389020.
[AGENT][POSITIVE] Wonderful, thank you so much, Ms. [PII] and.
[CUSTOMER][POSITIVE] Wonderful thank you so much Miss [PII].
[AGENT][NEUTRAL] Would you be able to verify your patient's first and last name for me and their date of birth?
[CUSTOMER][NEUTRAL] Would you be able to.
[CUSTOMER][NEUTRAL] Charity Duran [PII].
[AGENT][POSITIVE] Wonderful. Your patient is current and active with us. It looks like she has an effective date of [PII].
[AGENT][NEUTRAL] And was there any other information as far as eligibility goes that you were needing my friend?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, you guys just pay secondary, you always pay secondary, correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty, um, I think that's everything. Do you have a reference number?
[AGENT][NEUTRAL] Yeah, you got, I cannot talk. I'm so sorry. Yes, I do have a reference number. It's my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] All right, thank you so much, [PII] you have a great rest of your day.
[AGENT][POSITIVE] Hey, it's my pleasure you have a great Monday. take care.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.