AccountId: 011433970860
ContactId: 82dc7ad4-e90a-4b7a-a4ca-f1d0dd6cf03f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111940 ms
Total Talk Time (AGENT): 48767 ms
Total Talk Time (CUSTOMER): 47581 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/82dc7ad4-e90a-4b7a-a4ca-f1d0dd6cf03f_20250604T18:03_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, sir. My name is [PII]. I need to verify an eligibility date on a patient, please.
[AGENT][NEUTRAL] Yeah, I can check that effective date. uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] I'm sorry, yeah, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][POSITIVE] Yes, I do. Whenever you're ready let me know.
[AGENT][POSITIVE] Yeah, I'm ready when you are.
[CUSTOMER][NEUTRAL] It's 02405882.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is of course active. Uh, if the date was [PII].
[CUSTOMER][NEUTRAL] 23 perfect though. Um, I also am missing a group number. Are you able to provide that to me as well?
[AGENT][NEUTRAL] Oh yeah of course one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, that group number is 15185.
[CUSTOMER][NEUTRAL] October
[CUSTOMER][NEUTRAL] 15185. Perfect. And is there a call reference number for today or is it APL that's just today's date and your name, right?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Uh, my first name, last initial, and today's date. Uh, so my name is spelled [PII] Oh, is there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was it. I appreciate your time and I hope you have a great week.
[AGENT][POSITIVE] All right, of course, thanks for calling APL. You too. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.