AccountId: 011433970860
ContactId: cf8e8bdf-c6ef-47dc-81c4-8b8427384e35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92080 ms
Total Talk Time (AGENT): 35920 ms
Total Talk Time (CUSTOMER): 40341 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/cf8e8bdf-c6ef-47dc-81c4-8b8427384e35_20250623T20:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what was your name?
[AGENT][NEUTRAL] It's [PII] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Perfect thank you so much. My name is [PII]. I was just calling to check if a member was active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and Ms [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02042058 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And this is showing as his secondary insurance, correct?
[AGENT][POSITIVE] Correct, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, if I can just have a reference number for the call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APO Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.