AccountId: 011433970860
ContactId: 106807ab-14b8-4ad5-8590-21113aefb42f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138869 ms
Total Talk Time (AGENT): 62408 ms
Total Talk Time (CUSTOMER): 34560 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/106807ab-14b8-4ad5-8590-21113aefb42f_20250624T14:21_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] at Community Family Healthcare. Um, I need to verify benefits and eligibility on a patient.
[AGENT][NEUTRAL] OK, [PII]. OK, [PII], you have one patient that you're needing to verify eligibility and benefits for, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] It is 02584091.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and again, the debit, any information that's provided will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I do show that Ms. [PII] was the subscriber on this policy, but this policy is no longer active, [PII]. Uh, this policy was active from [PII].
[AGENT][NEUTRAL] 239 2025, and there is no other active policy with APL.
[CUSTOMER][POSITIVE] OK, all right, that's what I needed to know, thank you so much.
[AGENT][POSITIVE] OK then, well, you are very welcome so that is all I can help you with. Thank you again for calling APO and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.