AccountId: 011433970860
ContactId: 94a28f6c-bbde-4ea7-b9a8-00ce0e44a118
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105410 ms
Total Talk Time (AGENT): 42658 ms
Total Talk Time (CUSTOMER): 33980 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/94a28f6c-bbde-4ea7-b9a8-00ce0e44a118_20250606T19:33_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling in from Patient first. I just need to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] last initials [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number of the member [PII] that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 02588575
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, A. You're calling to verify eligibility. This policy was terminated.
[CUSTOMER][NEUTRAL] And when was it terminated?
[AGENT][NEUTRAL] It became effective [PII], I'm sorry, [PII]. It was terminated [PII].
[CUSTOMER][NEUTRAL] So it's effective [PII].
[AGENT][NEUTRAL] [PII] terminated [PII].
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, um, and you don't see any other policies for that patient, correct?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Do you have a call reference number?
[AGENT][NEUTRAL] We don't provide those IKEA, but you can use my name in today's date as a reference. My name is [PII] and today's date as a reference.
[CUSTOMER][POSITIVE] OK, thank you so much have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APA. You have a great one as well. Goodbye.