AccountId: 011433970860
ContactId: 9582cef0-bfc5-4ca2-9c96-a5100714c30b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140410 ms
Total Talk Time (AGENT): 41239 ms
Total Talk Time (CUSTOMER): 46033 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9582cef0-bfc5-4ca2-9c96-a5100714c30b_20250603T16:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling to verify uh members coverage with the plan.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] OK, how do you spell your name? [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the pollen?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, um, one moment.
[CUSTOMER][NEUTRAL] Policy number is 1,153,970.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII] [PII] is the date of birth.
[AGENT][POSITIVE] Thank you, [PII], and you're needing benefits?
[CUSTOMER][NEUTRAL] Uh, coverage, just wanna know if the member is active.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] Perfect and this is a gap plan, correct?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][POSITIVE] OK awesome thank you so much for your help. um can I please have the spelling of your name and a call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date, that is [PII]
[AGENT][NEUTRAL] My last initial is yes.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help hope you have a wonderful day.
[AGENT][POSITIVE] Thank you [PII] for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.