AccountId: 011433970860
ContactId: 0789520e-0958-4d88-b505-b200915add1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115250 ms
Total Talk Time (AGENT): 72202 ms
Total Talk Time (CUSTOMER): 41563 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/0789520e-0958-4d88-b505-b200915add1c_20250515T19:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, I was just need to verify eligibility on a patient.
[AGENT][POSITIVE] OK I'll be glad to help you. Go and give me your name and the member's policy number.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Last initial is [PII], and the policy number is 02583247.
[AGENT][NEUTRAL] Alright, [PII], thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, [PII], thank you so much for all that information. Now your patient's name and date of birth today please ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII], birthday [PII].
[AGENT][POSITIVE] All righty, [PII], thank you so much for all that information. Looks like [PII] is a.
[AGENT][NEUTRAL] Insured on this medical supplemental plan to show the original effective date is January.
[CUSTOMER][NEUTRAL] I'm sorry, the phone.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEGATIVE] Yeah, the phone keeps cutting out. What did you say the effective date is? I'm sorry.
[AGENT][NEUTRAL] OK, I'm sorry. Yes, that's OK, no problem. Uh original effective date is [PII], to current policy is active, but I must advise that verification of coverage is not a guarantee your payment on a claim, but you did say you want to check uh some type of benefit. Is that correct?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK. Well, how can I help you?
[CUSTOMER][NEUTRAL] I just wanna check their eligibility. I'm just checking to make sure they were still active and what's your name ma'am?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK. My name is [PII], that's [PII]
[AGENT][NEUTRAL] [PII], and is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, [PII]. Well, thanks so much for calling APO. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you too thank you bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.