AccountId: 011433970860
ContactId: d3dd4596-6dac-46b1-8077-cae284f21626
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86449 ms
Total Talk Time (AGENT): 32661 ms
Total Talk Time (CUSTOMER): 28390 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/d3dd4596-6dac-46b1-8077-cae284f21626_20250210T21:54_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, my name is [PII]. I'm calling from Fairview Home infusion just trying to verify if a member is active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 1954065
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, yep, it is.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. I've shown her effective date is [PII] and she is active on the policy.
[CUSTOMER][POSITIVE] Oh, great. Thank you for checking that out.
[AGENT][POSITIVE] All right, you're welcome. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, thanks for calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.