AccountId: 011433970860
ContactId: 856b3ca9-d2df-41b7-881f-28d555959c2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87500 ms
Total Talk Time (AGENT): 39041 ms
Total Talk Time (CUSTOMER): 35594 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/856b3ca9-d2df-41b7-881f-28d555959c2f_20250102T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, good morning. My name is [PII], calling from Pimmont of Augusta Primary Care, calling to check eligibility on a member, please.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you [PII]. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely. Callback number is [PII]. That's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 0201242.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Um, the member's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. Uh, so the policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] May I have a call reference number, please?
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date. That's my name is spelled [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That'll be all thank you and have a wonderful day.
[AGENT][POSITIVE] Alright, yes, thank you for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.