AccountId: 011433970860
ContactId: fda67456-eb04-4384-8625-a5a1083b9a15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82769 ms
Total Talk Time (AGENT): 21798 ms
Total Talk Time (CUSTOMER): 37925 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/fda67456-eb04-4384-8625-a5a1083b9a15_20250623T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] with Willis Knight in Louisiana Family Practice. I'm trying to verify eligibility on a member.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm sorry, I missed your name. What was that?
[CUSTOMER][NEUTRAL] And [PII] last name [PII].
[AGENT][NEUTRAL] [PII]. OK. Thank you, [PII]. And then do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, it's showing 01783671.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], that's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Well, I show this policy terminated [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so she, it was active, um, up until March because she came in for services on [PII].
[AGENT][NEUTRAL] OK, yes, it was. Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.