AccountId: 011433970860
ContactId: 967cc6cf-c098-4d15-ae2b-489527ea04dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88089 ms
Total Talk Time (AGENT): 23316 ms
Total Talk Time (CUSTOMER): 40626 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/967cc6cf-c098-4d15-ae2b-489527ea04dc_20250409T13:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] last initial [PII] Um, just need to check and see if a member is eligible for a data service, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, 02170589.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you just needed the eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yeah, uh, data service 4625.
[AGENT][NEUTRAL] Uh, yes, so his policy is effective for [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect thank you so much. Is there any reference for the call?
[AGENT][NEUTRAL] Uh, it's just my name and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you, [PII], have a good one.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.