AccountId: 011433970860
ContactId: f42da1d2-3455-4c9e-8d3e-6e5d2ab7e4b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111040 ms
Total Talk Time (AGENT): 43111 ms
Total Talk Time (CUSTOMER): 54368 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/f42da1d2-3455-4c9e-8d3e-6e5d2ab7e4b7_20250218T22:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling to confirm eligibility for one of our patients.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely, that is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do the member let's see.
[CUSTOMER][NEUTRAL] Oh, I have the subscriber ID or the member ID um this is for uh a pediatric patient.
[AGENT][NEUTRAL] OK, um, let's try the member ID.
[CUSTOMER][NEUTRAL] OK, the member ID is 02592651.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] Their name is [PII], which is [PII] Last name [PII] [PII] and their date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] All right wonderful thanks so much um can I get a call reference number from you?
[AGENT][NEUTRAL] Of course
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] Uh, was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] That was everything I needed thank you so very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.