AccountId: 011433970860
ContactId: 0d8fbec6-84d8-4761-b367-b5219d8b25ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96209 ms
Total Talk Time (AGENT): 44187 ms
Total Talk Time (CUSTOMER): 31489 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/0d8fbec6-84d8-4761-b367-b5219d8b25ca_20250407T15:14_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, I'm calling to verify eligibility.
[AGENT][POSITIVE] OK, well I can definitely help you with the eligibility. May I have your name and a good contact number in case we disconnected?
[CUSTOMER][NEUTRAL] Yes, name is [PII]. Contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, it's 02538422.
[AGENT][NEUTRAL] 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] Yes, [PII] and date of birth is [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] Mhm.
[CUSTOMER][NEUTRAL] Mhm alright thank you do you have a reference number for that?
[AGENT][NEUTRAL] So there's no call reference number, um, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] For this call?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] All right, [PII], was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.