AccountId: 011433970860
ContactId: e05877d0-5ad6-4fbf-8b94-f1d8388ea26c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94830 ms
Total Talk Time (AGENT): 42592 ms
Total Talk Time (CUSTOMER): 23238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/e05877d0-5ad6-4fbf-8b94-f1d8388ea26c_20250626T13:53_UTC.wav
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[AGENT][POSITIVE] Yeah, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to follow up um actually first can I check eligibility?
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What was your name?
[AGENT][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 01603412.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call comes?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, are you calling from provider's office?
[CUSTOMER][NEUTRAL] Yes, Marion Landing Healthcare.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Blaine Buckles 12817.
[AGENT][NEUTRAL] He's showing an effective date of [PII] and uh he's active on the policy.
[CUSTOMER][NEUTRAL] OK, can you verify your mailing address?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO have a great day.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][NEUTRAL] Bye.