AccountId: 011433970860
ContactId: f68109fc-052c-4b7f-b187-8aeb5409af31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90330 ms
Total Talk Time (AGENT): 37887 ms
Total Talk Time (CUSTOMER): 33508 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f68109fc-052c-4b7f-b187-8aeb5409af31_20250325T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Ba please. I need an eligibility date for member, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility of a patient, Ms. [PII]. Can I please get your call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] Date of birth of [PII].
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 249
[CUSTOMER][NEUTRAL] 7686.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Great. All right. Sorry, that's all I need for today. Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII], and I hope you have a great rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome. Thank you. You as well. Bye-bye.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You're welcome bye bye.