AccountId: 011433970860
ContactId: 89a18c30-1dae-4e05-a2c5-38fc125539b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112800 ms
Total Talk Time (AGENT): 32689 ms
Total Talk Time (CUSTOMER): 36483 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/89a18c30-1dae-4e05-a2c5-38fc125539b0_20250514T16:26_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling for office to check members' eligibility.
[CUSTOMER][NEUTRAL] Please note this call will be recorded for quality and training purpose. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm also good. Thank you so much for asking.
[AGENT][NEUTRAL] OK, [PII], I can help you with the eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. It's [PII] is the direct line.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. [PII].
[AGENT][NEUTRAL] It should
[AGENT][NEUTRAL] Oh, do you have the policy number? Sorry.
[CUSTOMER][NEUTRAL] 02
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 608271
[AGENT][NEUTRAL] OK, looks like her policy is effective [PII].
[AGENT][NEUTRAL] And it is.
[AGENT][NEUTRAL] Currently active, there's no term date.
[CUSTOMER][NEUTRAL] OK. So, uh, is there any other
[CUSTOMER][NEUTRAL] Insurance you have on in your end?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Uh, yeah, I, I don't show any other insurance on file.
[CUSTOMER][POSITIVE] OK, thank you so much. May I get the caller reference number, [PII]?
[AGENT][NEUTRAL] It's my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a wonderful day. Bye-bye. Take care.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.