AccountId: 011433970860
ContactId: 134a2b34-c2c7-4345-b3be-d8682b5f607f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79510 ms
Total Talk Time (AGENT): 40319 ms
Total Talk Time (CUSTOMER): 24513 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/134a2b34-c2c7-4345-b3be-d8682b5f607f_20250522T17:30_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][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling just to verify benefits for a patient please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, it's 00604042.
[AGENT][POSITIVE] 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] [PII] date of birth is [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 did you need a copy of the fax back or you have particular questions?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I just needed to know if they were still active.
[AGENT][NEUTRAL] Alrighty. Well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day, [PII].
[CUSTOMER][NEUTRAL] You you as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.