AccountId: 011433970860
ContactId: a6d5198f-97d9-4b1d-a42d-c46232c9b0c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88059 ms
Total Talk Time (AGENT): 37701 ms
Total Talk Time (CUSTOMER): 28003 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a6d5198f-97d9-4b1d-a42d-c46232c9b0c7_20250306T20:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I'm calling to verify eligibility for a patient's insurance.
[AGENT][NEUTRAL] OK. All right, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]. The policy number is.
[CUSTOMER][NEUTRAL] 01988259
[CUSTOMER][NEUTRAL] MLA.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, and then can I have a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII], and again my name is [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all. Have a great day.
[AGENT][POSITIVE] All right. You're welcome. Thanks for calling APL. Bye-bye.