AccountId: 011433970860
ContactId: d729a7db-1ea5-4e19-9a95-71ab76c7f220
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84000 ms
Total Talk Time (AGENT): 43840 ms
Total Talk Time (CUSTOMER): 22528 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/d729a7db-1ea5-4e19-9a95-71ab76c7f220_20250115T17:13_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm trying to verify your member's eligibility. Can you assist me please?
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and a callback number, please?
[CUSTOMER][NEUTRAL] [PII] as a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 98,570
[AGENT][NEUTRAL] And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] All right, thank you, [PII]. It would be my pleasure to assist you with the eligibility for [PII]. I'm shown that his policy is active.
[AGENT][NEUTRAL] Effective date is [PII] and this is a secondary policy to his major medical. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that is all I am needing thank you.
[AGENT][POSITIVE] Well it's been a pleasure to assist you with that eligibility policy. Thank you for calling APL. Hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank