AccountId: 011433970860
ContactId: d3ad8af4-87aa-4946-aeb6-b92c70ae5ad1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124129 ms
Total Talk Time (AGENT): 46640 ms
Total Talk Time (CUSTOMER): 56883 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/d3ad8af4-87aa-4946-aeb6-b92c70ae5ad1_20250113T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling to verify member's eligibility.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] My name is [PII]. I work at GPHA.
[AGENT][NEUTRAL] spell your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And how do you pronounce your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Policy number is 024.
[CUSTOMER][NEUTRAL] 842-08
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the extension is [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] and her date of birth is [PII].
[AGENT][POSITIVE] OK, thanks for that.
[AGENT][NEUTRAL] [PII] and you're just wanting the effective date and if the policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me check to see if it is still active. I do show the policy is active at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have any other questions?
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] Um, do you have like a reference number for me?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference [PII]
[CUSTOMER][NEUTRAL] I can do.
[AGENT][NEUTRAL] Y A
[CUSTOMER][NEUTRAL] OK, and 113.
[AGENT][NEUTRAL] And first initial and last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You've
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.