AccountId: 011433970860
ContactId: 91a813bc-e694-42c5-bef0-1e2fa448d00b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112160 ms
Total Talk Time (AGENT): 43212 ms
Total Talk Time (CUSTOMER): 57730 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/91a813bc-e694-42c5-bef0-1e2fa448d00b_20250414T15:18_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling to get eligibility on a member.
[AGENT][NEUTRAL] Sure, I can assist you with that, [PII]. Can I have a callback number for you and the spelling of your name?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] And my name is spelled [PII].
[AGENT][NEUTRAL] Thank you and can I have the policy number of the member that you're calling to verify benefits eligibility for today?
[CUSTOMER][NEUTRAL] Mhm. It's 01822565.
[AGENT][NEUTRAL] And what is this member's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. You're calling to verify benefits eligibility for inpatient, outpatient office visits. This policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] Just eligibility.
[CUSTOMER][NEUTRAL] Um, it's
[CUSTOMER][NEUTRAL] OK, active since [PII] to present.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, OK, um, how do you spell your name [PII]?
[AGENT][NEUTRAL] Is there anything else that I can assist you with? [PII], and today's date is reference because we don't provide reference numbers, [PII].
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you give your last, the first initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], for your help.
[AGENT][POSITIVE] Thanks for calling APL. Have a great one. Goodbye.
[CUSTOMER][POSITIVE] OK you too thanks bye bye.
[AGENT][POSITIVE] Thanks. Goodbye.