AccountId: 011433970860
ContactId: ced76f2f-6551-4097-b466-4086b6990dda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114440 ms
Total Talk Time (AGENT): 38900 ms
Total Talk Time (CUSTOMER): 45527 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/ced76f2f-6551-4097-b466-4086b6990dda_20250219T14:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to verify patient eligibility. Could you please help?
[AGENT][NEUTRAL] Sure, I can assist you with that. Could you provide me with the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, you're calling to verify benefits eligibility, correct?
[CUSTOMER][NEUTRAL] Just L T.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I have that policy number of the member that you're inquiring that information for [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, it is 02409004.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] [PII], you're calling to verify eligibility. This member's policy has been active since [PII] and it's currently active.
[CUSTOMER][POSITIVE] Thank you so much. Could you please spell your name for me?
[AGENT][NEUTRAL] [PII], and today's date is a reference, [PII] because we don't provide reference numbers.
[CUSTOMER][NEUTRAL] S H Y L A, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Thank you for the information. Have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] I