AccountId: 011433970860
ContactId: b17ef828-1f73-44a7-8a22-c0f318d0002f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97889 ms
Total Talk Time (AGENT): 54369 ms
Total Talk Time (CUSTOMER): 33392 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/b17ef828-1f73-44a7-8a22-c0f318d0002f_20250325T13:54_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Foundation Medicine. I'm just calling to verify eligibility for a member.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] Thank you. Thank you, [PII], and the policy number for the patient?
[CUSTOMER][NEUTRAL] 01941690 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with that eligibility. [PII], this policy did turn on 10-1-23, checking to see if she has any other coverage.
[AGENT][NEUTRAL] And she does not have active coverage since 101 of 23.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] OK, got it. Thank you so much, [PII]. I appreciate it. Do you give call reference numbers?
[AGENT][NEUTRAL] And it's
[AGENT][POSITIVE] The call reference number would be my name and today's date, and I spell my name [PII]. [PII], it was a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][POSITIVE] That will be it. Thank you so much. Have a great day.
[AGENT][POSITIVE] Thank you, thank you for calling APL. Have a wonderful day as well. Take care.