AccountId: 011433970860
ContactId: ddb75357-c189-4bdb-9108-146d78b2c488
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77760 ms
Total Talk Time (AGENT): 39660 ms
Total Talk Time (CUSTOMER): 30199 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/ddb75357-c189-4bdb-9108-146d78b2c488_20250127T15:08_UTC.wav
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[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I would like to verify that a patient is active with this insurance, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] callback number [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Can I have the policy number of the member that you're inquiring eligibility for today.
[CUSTOMER][NEUTRAL] Mhm 247-3404.
[AGENT][NEUTRAL] [PII], could you verify the patient's name and date of birth, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. You're calling to verify benefits eligibility. This member's policy has been active since [PII] and is currently active.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] OK, thank you so much for your help OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, what's the reference number?
[AGENT][NEUTRAL] We don't provide those. However, you can use my name in today's date as a reference is [PII], today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL and have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.