AccountId: 011433970860
ContactId: 10a7329f-38eb-4073-a983-c34f2d62005a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84699 ms
Total Talk Time (AGENT): 38500 ms
Total Talk Time (CUSTOMER): 29771 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/10a7329f-38eb-4073-a983-c34f2d62005a_20250402T15:18_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, my name is [PII], and I'm calling from Triad Eye Institute. I'm meaning to see if a patient has this insurance still or if it's still active and if it's primary.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, well, I can definitely help you with the eligibility, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, my phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 016.
[CUSTOMER][NEUTRAL] 953-31.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] 62955.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so this policy is no longer active. It was effective from [PII], and there were no other policies with APL since this one.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] you think