AccountId: 011433970860
ContactId: da5a8463-b8bb-4201-b992-47680f9fc5df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120160 ms
Total Talk Time (AGENT): 59481 ms
Total Talk Time (CUSTOMER): 43770 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/da5a8463-b8bb-4201-b992-47680f9fc5df_20250506T13:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just needing to verify um eligibility on a mutual patient.
[AGENT][POSITIVE] OK, I'm happy to check eligibility and benefits. What's the policy number?
[CUSTOMER][NEUTRAL] Um 01986378.
[AGENT][NEUTRAL] All right, thank you. And then for documentation, can I grab your first name, please?
[CUSTOMER][NEUTRAL] Uh it's [PII], [PII]
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Alright, and then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So it looks like the patient does have an active plan. It looks like it is a different policy number. Do you want to take that down?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Alright, policy number is gonna be 02.
[AGENT][NEUTRAL] 566-487
[AGENT][NEUTRAL] And the effective date, I'm sorry, the effective date is [PII].
[CUSTOMER][POSITIVE] Perfect, so there.
[CUSTOMER][NEUTRAL] 1125.
[CUSTOMER][NEUTRAL] Perfect. OK, so the 021 isn't active correct? or it's the 01 that's not active, but the 02 is.
[AGENT][POSITIVE] Yes, ma'am, correct. Uh-huh.
[CUSTOMER][POSITIVE] OK perfect thank you so much do you have a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial [PII] and then today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.