AccountId: 011433970860
ContactId: 0e8f7a21-ccd8-4584-bb32-460805ce169f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116690 ms
Total Talk Time (AGENT): 46097 ms
Total Talk Time (CUSTOMER): 45734 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/0e8f7a21-ccd8-4584-bb32-460805ce169f_20250428T15:54_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], last initial [PII]
[CUSTOMER][NEUTRAL] I want to see if a patient is eligible for a data services.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility. And [PII], may I have a um good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the policy number is 02611461.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] [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]. And what is your date of service?
[CUSTOMER][POSITIVE] Uh, [PII], so it should be good. Thank you so much. And uh, uh, one more thing I wanted to check with you, um, is [PII] the subscriber on this plan?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] She's a spouse.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help. um is there a reference for the call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great day.
[AGENT][NEUTRAL] You also [PII], was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's all for now. Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Bye bye.