AccountId: 011433970860
ContactId: e4a5967e-910b-4821-8006-f0cd8243269f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162220 ms
Total Talk Time (AGENT): 72721 ms
Total Talk Time (CUSTOMER): 69252 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/e4a5967e-910b-4821-8006-f0cd8243269f_20250327T16:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] and I'm calling on behalf of provider office and I would like to know that this call is being recorded for quality and training purposes. Is it OK with you?
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] OK. Uh, the best callback number will be [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it will be 01450306 M as in Mike L as in Lima 5.
[AGENT][NEUTRAL] Excuse me. Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The member's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And what did you say the last name was?
[CUSTOMER][NEUTRAL] It's [PII], shall I spell it? It's.
[AGENT][POSITIVE] All right. No, I've got it. Thank you. I appreciate it.
[AGENT][NEUTRAL] All right. And [PII], how can I help you with this policy? Needing claim status?
[CUSTOMER][NEUTRAL] Actually, uh, no, no, I don't need the claim status. I just want to confirm the this member is active policy or not, from which date to which date.
[AGENT][NEUTRAL] Oh really
[AGENT][NEUTRAL] I can help you with that eligibility information. Then I'm showing that [PII]'s policy was active from.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy termed on [PII].
[AGENT][NEGATIVE] No active coverage.
[CUSTOMER][NEUTRAL] [PII]. OK, there is no active coverage. OK.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh, could you please spell your name?
[AGENT][POSITIVE] My name is [PII], it was a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you help me with the call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance. Have a good day and stay safe. Goodbye for now.
[AGENT][POSITIVE] My pleasure, ma'am.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day as well. Take care. Bye-bye.
[CUSTOMER][NEUTRAL] Oh you too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah