AccountId: 011433970860
ContactId: 0633f277-f00a-4f1b-9101-f191fbdfca67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76309 ms
Total Talk Time (AGENT): 40220 ms
Total Talk Time (CUSTOMER): 28320 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/0633f277-f00a-4f1b-9101-f191fbdfca67_20250128T13:39_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] Hey, my name's [PII] from AMed. Um, I just wanna verify eligibility for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, yeah, it's uh 021377887.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, it's [PII], birthday [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][NEUTRAL] Alright, and what was your name again?
[AGENT][NEUTRAL] My name is [PII] [PII].
[CUSTOMER][NEUTRAL] Alright, and is there a good reference number for this?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome bye bye.