AccountId: 011433970860
ContactId: feb13d0d-1ef5-48f9-a96b-4f06433c73ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69779 ms
Total Talk Time (AGENT): 37050 ms
Total Talk Time (CUSTOMER): 23629 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/feb13d0d-1ef5-48f9-a96b-4f06433c73ac_20250122T15:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I just need to verify eligibility.
[AGENT][POSITIVE] I'd love to help you with eligibility. Can I have your name and a good call back number please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you and what's uh the member's policy number?
[CUSTOMER][NEUTRAL] It's 932-134.
[AGENT][POSITIVE] All right, let me get that pulled up for you, Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. I do see [PII] here. It looks like he's current and active. His effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I just wanted to.
[AGENT][NEUTRAL] And as far as eligibility, oh, I was about to say, is there anything else you needed, but it sounds like that might have been all.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yeah, I just wanted to make sure that um he's eligible and that's the secondary to Blue Cross.
[AGENT][POSITIVE] Yes, we are his secondary, absolutely.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Well thank you so much for calling APL you have a great day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye bye.