AccountId: 011433970860
ContactId: cf847528-09e5-4dde-829f-1ebefaab2d62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96970 ms
Total Talk Time (AGENT): 37933 ms
Total Talk Time (CUSTOMER): 26287 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/cf847528-09e5-4dde-829f-1ebefaab2d62_20250617T17:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I'm needing to verify eligibility on a member.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] [PII] with Harmony Family Health Center.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] It is 02446838.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify his date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, I'm just needing to verify that it's active.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date is [PII]. The policy is active.
[CUSTOMER][NEUTRAL] OK, can I get a reference number?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.