AccountId: 011433970860
ContactId: c1237f14-0e21-4afe-887b-79ce86cc533d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70239 ms
Total Talk Time (AGENT): 35412 ms
Total Talk Time (CUSTOMER): 25339 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/c1237f14-0e21-4afe-887b-79ce86cc533d_20250122T20:06_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling from a provider's office to verify eligibility on the patient.
[AGENT][POSITIVE] OK, I'd love to help you with eligibility today. Can I have your name and a good call back number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what's the member's policy number today?
[CUSTOMER][NEUTRAL] 01780636
[AGENT][POSITIVE] Thank you, [PII], and 1 2nd.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Would you be able to verify for me, please, your insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, I see that right here. He is current and active with us with an effective date of [PII].
[AGENT][NEUTRAL] Is there any other eligibility information you're needing today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Perfect. Well thank you so much for calling APL and I hope you have such a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] My pleasure bye bye.