AccountId: 011433970860
ContactId: 0ed790d4-f060-4f95-b464-a108d4057578
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65440 ms
Total Talk Time (AGENT): 30677 ms
Total Talk Time (CUSTOMER): 33380 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/0ed790d4-f060-4f95-b464-a108d4057578_20250402T17:34_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] Hello, my name's [PII]. I'm calling from Northwest Hospital. I just wanted to verify eligibility on a patient, please.
[AGENT][NEUTRAL] OK, I can definitely help you with the eligibility, and, um, [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and then policy number is 02545359.
[AGENT][POSITIVE] 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] [PII] [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] I
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] That's all, thank you.
[AGENT][POSITIVE] Thanks for calling APO bye bye.
[CUSTOMER][POSITIVE] Thank you bye.