AccountId: 011433970860
ContactId: 801769de-9fc8-47ca-b084-63c96287e75e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93360 ms
Total Talk Time (AGENT): 34491 ms
Total Talk Time (CUSTOMER): 53980 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/801769de-9fc8-47ca-b084-63c96287e75e_20250522T12:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling this is.
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office.
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] Uh, actually, I need to check member eligibility whether member I do for the data services or not.
[AGENT][NEUTRAL] OK, I'm happy to check eligibility. What's the policy number?
[CUSTOMER][NEUTRAL] Yes, sure. Uh, policy ID is 025521772.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So, patient is active. The effective date is [PII].
[CUSTOMER][POSITIVE] So patient
[CUSTOMER][NEUTRAL] A the date is the [PII].
[CUSTOMER][NEUTRAL] OK. But still remember active?
[AGENT][NEUTRAL] Member is active, yes.
[CUSTOMER][NEUTRAL] Member is active, yeah.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation. Can I get call reference?
[AGENT][NEUTRAL] Call references my name with today's date. My name is [PII], that's [PII] Last [PII] is [PII], then today's date.
[CUSTOMER][NEUTRAL] from
[CUSTOMER][NEUTRAL] Hey my name is [PII] that's it.
[CUSTOMER][NEUTRAL] A last [PII] is [PII].
[CUSTOMER][POSITIVE] Yeah. Thank you so much and have a wonderful day, sir.
[AGENT][NEUTRAL] You too. Bye-bye.