AccountId: 011433970860
ContactId: 135f18cb-76d2-49a8-bba3-362cbbf0eb1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119819 ms
Total Talk Time (AGENT): 66238 ms
Total Talk Time (CUSTOMER): 38305 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/135f18cb-76d2-49a8-bba3-362cbbf0eb1a_20250423T14:46_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning, [PII]. I'm trying to verify a patient eligibility, please.
[AGENT][POSITIVE] Alright, I'll be glad to help you. Go ahead and give me your name and the member's policy number, please.
[CUSTOMER][NEUTRAL] My name is [PII]. Uh member's policy number is 02029845 M as in Mary, L as in Larry, 8.
[AGENT][POSITIVE] Alright, thank you so much for that, [PII]. Let me go ahead and get that pulled up. Now while I'm pulling this up, go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you all for that information. Now, your patient's name and date of birth, please, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that information, [PII]. Looks like [PII] is the dependent spouse on this medical supplemental plan. I do show the original effective date is [PII] patient is current and active, but I must advise that verification of coverage is not a guarantee your payment on a claim, but you did say you want benefits. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] All right. What type of benefits are you needing today, please sir?
[CUSTOMER][NEUTRAL] Not just the eligibility, that will be it.
[AGENT][NEUTRAL] OK. Was that all I can help you with then, [PII]?
[CUSTOMER][NEUTRAL] Any reference number for this call?
[AGENT][NEUTRAL] Well, we don't give reference number [PII], but you can use my name in today's date and my name is [PII] spelled [PII]
[CUSTOMER][POSITIVE] Thank you very much, [PII]. I really appreciate your assistance.
[AGENT][POSITIVE] Well, thank you, sir, for calling APO. You have a great rest of your day, OK?
[CUSTOMER][POSITIVE] You too, [PII]. Thank you very much.
[AGENT][POSITIVE] Thank you, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye now.