AccountId: 011433970860
ContactId: e34a1a95-eff4-4236-9856-a7d88375b4ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114400 ms
Total Talk Time (AGENT): 46424 ms
Total Talk Time (CUSTOMER): 36521 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/e34a1a95-eff4-4236-9856-a7d88375b4ab_20250617T15:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi [PII], my name is [PII]. I was calling to check on eligibility for a patient.
[AGENT][NEUTRAL] OK, I could check eligibility for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 651
[CUSTOMER][NEUTRAL] 4300.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, it's 02
[CUSTOMER][NEUTRAL] 605-106.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] This is for
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] I'm sorry, could you repeat that date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] [PII] perfect and is the claims mailing address the [PII]?
[AGENT][NEUTRAL] Is that the one in uh [PII]?
[CUSTOMER][NEUTRAL] Uh, show [PII], I believe.
[AGENT][NEUTRAL] OK, uh, [PII] claims mailing address is um [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect I'll make a note on the account.
[AGENT][NEUTRAL] OK, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] That'd be it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call and have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.