AccountId: 011433970860
ContactId: c53c1d1f-cb0f-4957-ac15-084f75dea711
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96120 ms
Total Talk Time (AGENT): 37267 ms
Total Talk Time (CUSTOMER): 38620 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/c53c1d1f-cb0f-4957-ac15-084f75dea711_20250418T15:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to um get eligibility for one of your members.
[AGENT][NEUTRAL] OK [PII], you said you're wanting eligibility. Did you say benefits?
[CUSTOMER][NEUTRAL] No, just eligibility please.
[AGENT][NEUTRAL] Just eligibility? OK, what's the policy number?
[CUSTOMER][NEUTRAL] Um, one second.
[CUSTOMER][NEUTRAL] It's 02538221 M Mike Lima 8.
[AGENT][NEUTRAL] Alright, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thanks for that [PII]. I have the information for you. Uh, the policy effective date is [PII]. Uh, the policy is active at this time, and did you have any other questions?
[CUSTOMER][POSITIVE] No, that was all thank you so much. Can I get a reference number for this call, please?
[AGENT][NEUTRAL] You'll use my name and today's date as your reference, [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] OK, thank you so much for that, [PII]. Have a great day.
[AGENT][POSITIVE] You too, thanks for calling APL have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.