AccountId: 011433970860
ContactId: e1faf162-6e3e-4533-9843-adcfe16a3924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76849 ms
Total Talk Time (AGENT): 38037 ms
Total Talk Time (CUSTOMER): 36102 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/e1faf162-6e3e-4533-9843-adcfe16a3924_20250213T13:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to check eligibility for one of our patients please.
[AGENT][POSITIVE] OK, of course I can help you with that and may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII] and your callback number if we are disconnected please?
[CUSTOMER][NEUTRAL] OK [PII]
[AGENT][NEUTRAL] Thank you. And what is that policy number please [PII]?
[CUSTOMER][NEUTRAL] It's 02512546 M as in Michael, L as in Luke, and 8.
[AGENT][POSITIVE] Thank you very much. I appreciate that. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII] and uh the date of birth is [PII].
[AGENT][NEUTRAL] Thank you very much for the information and you're calling for eligibility for the member and the member shows effective, yes ma'am. The member shows effective as of [PII] and this policy shows active as a supplemental medical.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, is there a reference number um for the call?
[AGENT][NEUTRAL] Uh, no, but you can use my name [PII] last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] OK all right thank you so much, [PII]. I hope you have a good day.
[AGENT][POSITIVE] You too thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Uh huh mhm bye bye.