AccountId: 011433970860
ContactId: 9d197353-2407-4e9a-b181-31af630a3522
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123709 ms
Total Talk Time (AGENT): 32701 ms
Total Talk Time (CUSTOMER): 40916 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/9d197353-2407-4e9a-b181-31af630a3522_20250214T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], my name is [PII]. I am calling from Centervilla Primary Care at [PII]. I need to verify eligibility on a member.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 02206104
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's area code [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information and you're just wanting to verify his eligibility dates?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, so I have that information. I'm showing an effective date of [PII], and the policy is active at this time.
[CUSTOMER][POSITIVE] Alright then thank you appreciate it.
[AGENT][POSITIVE] Oh, you're welcome, [PII]. Any other questions I can help out with today?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] I know that's it.
[AGENT][POSITIVE] All righty. Well, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, bye bye.
[CUSTOMER][NEUTRAL] verify
[AGENT][NEUTRAL] [PII], are you still connected?
[AGENT][NEUTRAL] [PII], are you still connected?