AccountId: 011433970860
ContactId: c90b90c7-fd7f-40b3-9cdd-e7fcbb20b6fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98860 ms
Total Talk Time (AGENT): 49187 ms
Total Talk Time (CUSTOMER): 34127 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/c90b90c7-fd7f-40b3-9cdd-e7fcbb20b6fa_20250624T14:09_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling from Chris's Trinity Clinic to get eligibility for a patient.
[AGENT][NEUTRAL] OK, I could check eligibility for you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] It is listed as 02563472.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, we have a dependent [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Got it. OK, thank you so much for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a limited indemnity medical plan, so pays a set dollar amount per covered procedure or office visit.
[CUSTOMER][NEUTRAL] OK perfect and may I have a reference number for the call?
[AGENT][NEUTRAL] So reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][POSITIVE] That is all I appreciate it very much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.