AccountId: 011433970860
ContactId: 8aef1de2-4ec0-4d75-a281-c2d96459029c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118419 ms
Total Talk Time (AGENT): 48339 ms
Total Talk Time (CUSTOMER): 35822 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8aef1de2-4ec0-4d75-a281-c2d96459029c_20250602T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm with um.
[CUSTOMER][NEUTRAL] Sorry, I'm with San Luis Valley Health in [PII]. Can you check a patient's a person's eligibility.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with eligibility and what was your name again please and your call back number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, thank you Ms. [PII], and then may I please get the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII], date of birth is [PII]. Policy number is 02.
[CUSTOMER][NEUTRAL] 154266
[CUSTOMER][NEUTRAL] Sorry, that was really fast. Do you want me to repeat anything?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, I believe I've got it all. Thank you though. I appreciate you thinking about that.
[AGENT][NEUTRAL] OK, I've got [PII] pulled up now, uh, and I do show that she has an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] Of [PII] and everything is current.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, I just, that's all I needed I just need to verify that it was active. Thank you so much for your help.
[AGENT][POSITIVE] Yes ma'am well thank you Ms. [PII] for calling APL. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] Thank you, you too.