AccountId: 011433970860
ContactId: 9493df09-2040-438e-9e7a-bfe2037bc4ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136539 ms
Total Talk Time (AGENT): 44895 ms
Total Talk Time (CUSTOMER): 33202 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/9493df09-2040-438e-9e7a-bfe2037bc4ef_20250605T17:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from office to check the patient eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII]. It's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, policy ID 024.
[CUSTOMER][NEUTRAL] 91
[AGENT][NEUTRAL] I'm, I'm sorry, can you repeat that? The line cut off. I have 024.
[CUSTOMER][NEUTRAL] 631-71.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Member name, it's gonna be [PII]. Date of birth, [PII].
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It looks like this policy has an effective date of [PII].
[AGENT][NEUTRAL] The policy lapsed on [PII].
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Thank you so much for assisting. Can I have the call reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Thank you so much for assisting. You have a nice day. Bye.
[AGENT][POSITIVE] Thank you so much for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Yeah.