AccountId: 011433970860
ContactId: bb325c74-b960-40af-8296-b77a64d438af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130669 ms
Total Talk Time (AGENT): 40881 ms
Total Talk Time (CUSTOMER): 71400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/bb325c74-b960-40af-8296-b77a64d438af_20250514T17:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, hi. My name is [PII] to my [PII] is [PII], calling from the Atlanta Women's Health Group. How are you doing today?
[AGENT][NEUTRAL] Uh, fine. And your name is again?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Uh, actually, I just want to know the member eligibility for this member. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can verify eligibility for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] OK. Before proceed this call, I just want to tell you that this call may be recorded for college and training purpose. Are you comfortable with recording line?
[AGENT][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] OK. So, policy number is 02452590. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure. So our callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] Yeah, most.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Sure. The patient first and last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK, just a moment, bear with me. Uh, [PII].
[AGENT][NEUTRAL] Correct, the [PII].
[CUSTOMER][NEUTRAL] Uh, 2020.
[AGENT][NEUTRAL] 2023.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy is active.
[CUSTOMER][NEUTRAL] OK. And member is still active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much uh for the information.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh, you too. Bye-bye.
[AGENT][NEUTRAL] Bye.