AccountId: 011433970860
ContactId: ec458cf9-ad8c-433a-be83-6c77fc6f752a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112940 ms
Total Talk Time (AGENT): 30618 ms
Total Talk Time (CUSTOMER): 48421 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/ec458cf9-ad8c-433a-be83-6c77fc6f752a_20250416T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm with Anthem Blue Cross Blue Shield. I'm just trying to verify some eligibility information for one of your members, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the member?
[CUSTOMER][NEUTRAL] I do. The ID number I have is 02472476.
[AGENT][NEUTRAL] And member name and date of birth?
[CUSTOMER][NEUTRAL] [PII], uh, date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy term, but let me see if there's an active one.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yeah, it looks like all of the policies terminated [PII].
[CUSTOMER][NEUTRAL] [PII]. Do you have an original effective date for that?
[AGENT][NEUTRAL] Original effective date was [PII].
[CUSTOMER][NEUTRAL] OK, and then does this policy uh have a group number by chance?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Group number 70029.
[CUSTOMER][POSITIVE] Awesome and this is through active employment through a group, right?
[AGENT][POSITIVE] Yes, correct. Uh-huh.
[CUSTOMER][NEUTRAL] You're an employer?
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] I believe that is all I need from you. Thank you so much for all your help you have a great day.
[AGENT][POSITIVE] OK, thanks for calling APLU as well.
[CUSTOMER][POSITIVE] Thanks.