AccountId: 011433970860
ContactId: 96c499e4-0065-47aa-b0f3-a0770195da5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88250 ms
Total Talk Time (AGENT): 44455 ms
Total Talk Time (CUSTOMER): 26781 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/96c499e4-0065-47aa-b0f3-a0770195da5e_20250408T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling on a recorded line for quality and training, and I'd like to verify eligibility and benefits for a patient.
[AGENT][POSITIVE] All right, [PII]. I'm happy to check eligibility and benefits today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 1447677
[AGENT][POSITIVE] Thank you. And then do you have a good call back number?
[CUSTOMER][NEUTRAL] Yes, it is [PII], no extension.
[AGENT][NEUTRAL] Thank you. And then can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEGATIVE] Right, so it looks like the member's plan effective date was [PII]. It has terminated as of [PII]. I do not see any other active coverage with us for this member.
[CUSTOMER][NEUTRAL] All right, in that case then could I please get a reference number for this call?
[AGENT][NEUTRAL] Absolutely, [PII]. That's gonna be my name with my last initial, then today's date. My name again is [PII], which is [PII] Last initial [PII].
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye.