AccountId: 011433970860
ContactId: 01f070d9-a6a4-40da-bf97-f62c44552cef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101779 ms
Total Talk Time (AGENT): 46022 ms
Total Talk Time (CUSTOMER): 38035 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/01f070d9-a6a4-40da-bf97-f62c44552cef_20250528T13:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling for eligibility and um one of our patients that's coming in this week.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my extension is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Let's see, policy number is.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 444.
[CUSTOMER][NEUTRAL] 046.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing this policy is no longer active. It was effective from um [PII], and there were no other active policies with us since then.
[CUSTOMER][POSITIVE] OK, that's actually all that I needed to know. Thank you so much.
[AGENT][POSITIVE] Alright. You're welcome, [PII] and thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.