AccountId: 011433970860
ContactId: 83b2437f-748b-4f88-ba0c-4fc87200f646
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82400 ms
Total Talk Time (AGENT): 28218 ms
Total Talk Time (CUSTOMER): 41608 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/83b2437f-748b-4f88-ba0c-4fc87200f646_20250328T12:46_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII]. I'm calling to check eligibility on one of your members.
[AGENT][NEUTRAL] I can help you [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Yes. Um, so that is 024.
[CUSTOMER][NEUTRAL] 134 55 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] extension also [PII].
[AGENT][NEUTRAL] Thank you, can you verify the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] Yes, so this is for.
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEGATIVE] And you're kinda cutting out.
[AGENT][NEUTRAL] And so I have the effective date for you. I'm showing an effective date of [PII]. Policy is active at this time. And any other questions, [PII]?
[CUSTOMER][NEUTRAL] Um, the timely filing, you guys have to submit the claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] OK, great. Then that is all I needed for today. Thank you for looking into it, OK?
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Likewise, bye.
[AGENT][NEUTRAL] Bye bye.