AccountId: 011433970860
ContactId: 04b806f3-81f8-4ca4-a1cb-0e75e416a9f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76970 ms
Total Talk Time (AGENT): 33780 ms
Total Talk Time (CUSTOMER): 40101 ms
Interruptions: 0
Overall Sentiment: AGENT=4.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/04b806f3-81f8-4ca4-a1cb-0e75e416a9f4_20250103T21:11_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Doctor [PII]'s office out of [PII], and I need to verify eligibility on a policy.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes it is. The phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01888548.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII] and I have a date of birth of [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK, that's what I needed thank you very much.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL, [PII]. I hope you have a great weekend and [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You too, happy new year thank you bye bye.
[AGENT][POSITIVE] You're welcome bye bye.