AccountId: 011433970860
ContactId: a6906713-a840-4baa-b5f4-2b9940597518
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148639 ms
Total Talk Time (AGENT): 31764 ms
Total Talk Time (CUSTOMER): 42964 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/a6906713-a840-4baa-b5f4-2b9940597518_20250612T14:18_UTC.wav
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[AGENT][NEUTRAL] APL this is can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII] and I'm calling from provider's office for checking members eligibility. Could you help me with that, please?
[AGENT][NEUTRAL] Uh I can help you with eligibility, [PII], do you have a good number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] You have a good callback number?
[CUSTOMER][NEUTRAL] Yeah. That's [PII].
[AGENT][NEUTRAL] The policy number for the patient?
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 2569453
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] It looks like that policy term, but they've got an active policy.
[AGENT][NEUTRAL] Need that number?
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] Numbers 258.
[AGENT][NEUTRAL] 3431.
[AGENT][NEUTRAL] A policy is.
[CUSTOMER][NEUTRAL] Sorry, 258
[AGENT][NEUTRAL] 583-431
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy got activated with a new member ID.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Yes, the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for that. Can I have the reference number for the call?
[AGENT][NEUTRAL] My name is [PII] and today's date.
[CUSTOMER][NEUTRAL] Your name is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for that, [PII]. Bye for now. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL.