AccountId: 011433970860
ContactId: bcade605-b7fc-42e3-b285-f2d4d87bc25d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110629 ms
Total Talk Time (AGENT): 48973 ms
Total Talk Time (CUSTOMER): 30400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/bcade605-b7fc-42e3-b285-f2d4d87bc25d_20250314T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from Apple and all. I was just making sure a patient was still um active on a plan.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. And what is the policy number please?
[CUSTOMER][NEUTRAL] Policy number is 616363.
[AGENT][NEUTRAL] Thank you very much and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] Thank you so much you're calling to check eligibility. Give me one second please.
[AGENT][NEUTRAL] Thank you. Uh, the member shows effective as of [PII], and the policy shows active.
[CUSTOMER][NEUTRAL] OK, and is, is he eligible for proy?
[AGENT][POSITIVE] I can check history for you as well. One moment, thank you.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] His last profi was done and give me one second.
[AGENT][NEUTRAL] It shows [PII]. This is [PII].
[AGENT][NEUTRAL] No, it's once every 6 months.
[AGENT][NEUTRAL] He is not.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] He's not eligible.
[AGENT][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] OK, anything else I can help you with?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] OK, [PII], thank you so much for calling AL. Have a good weekend. Thank you, bye.
[CUSTOMER][NEUTRAL] You too bye bye.