AccountId: 011433970860
ContactId: 11ccf52d-b199-46b5-8d2a-3c127b103107
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154380 ms
Total Talk Time (AGENT): 71617 ms
Total Talk Time (CUSTOMER): 44459 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/11ccf52d-b199-46b5-8d2a-3c127b103107_20250305T17:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was needing to verify eligibility.
[AGENT][NEUTRAL] OK, you only need eligibility. You do not also need benefit, uh, is that correct?
[CUSTOMER][NEUTRAL] Um, well, it would be, uh, benefits for, I guess, medical.
[AGENT][NEUTRAL] OK, so you need eligibility and benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Uh, last name first initial is [PII]
[AGENT][NEUTRAL] Thank you. And [PII], my first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And what is a good callback number for you please, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is going to be.
[CUSTOMER][NEUTRAL] I'm so sorry, bear with me.
[CUSTOMER][NEUTRAL] Um, 01845927.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Any doctor.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I do show that he was a dependent on this policy. This policy though is no longer active. It termed as of [PII].
[AGENT][NEUTRAL] And there is no other active coverage beyond that point with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Thank you so much and then can I just have the spelling of your name?
[AGENT][NEUTRAL] Well, you
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome. And if that is all then that I can help you with today, [PII], thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] Thank you. Bye-bye.