AccountId: 011433970860
ContactId: a368e2db-59d6-4b75-9cdc-21a18963e98d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109169 ms
Total Talk Time (AGENT): 40190 ms
Total Talk Time (CUSTOMER): 44611 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/a368e2db-59d6-4b75-9cdc-21a18963e98d_20250310T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm just looking to uh get eligibility, um, verification on one of your members.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name, your callback number, and the facility you're calling from, please?
[CUSTOMER][NEUTRAL] OK, so, um, my name is [PII] callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I'm calling from LMC Urgent care.
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, so, um, last name is [PII], first name is [PII]. Date of birth is [PII], and the policy number is 02594620.
[AGENT][NEUTRAL] OK, let me pull in that policy for us real quick.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][POSITIVE] OK great thank you so very much.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Nope, that's it that's all I needed thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL and you have a wonderful day bye bye.
[CUSTOMER][NEUTRAL] Bye bye you too bye bye.