AccountId: 011433970860
ContactId: 0e4549df-a582-40fe-909d-0256eba41588
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93360 ms
Total Talk Time (AGENT): 46020 ms
Total Talk Time (CUSTOMER): 36738 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/0e4549df-a582-40fe-909d-0256eba41588_20250317T18:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from South Mundy Hospital. I wanted to verify eligibility and benefits for a member.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, [PII] contact number [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 1263395 M as in Mike, L as in Lima, and the number 7.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII]. Date of birth [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 So I'm actually showing that this policy is no longer active. It was effective from [PII].
[AGENT][NEUTRAL] Um there was a policy after that, but that's also no longer active. Did you need that information as well?
[CUSTOMER][NEUTRAL] Um, when was the other policy terminated?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] I I just
[CUSTOMER][POSITIVE] 24. OK, OK, no, that was, that was it. Thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] You're welcome, thank you, bye bye.