AccountId: 011433970860
ContactId: 140de382-10bb-42bf-a28e-d9e20913ded8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89110 ms
Total Talk Time (AGENT): 45430 ms
Total Talk Time (CUSTOMER): 29045 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/140de382-10bb-42bf-a28e-d9e20913ded8_20250527T13:16_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] I need the eligibility benefits for one of our patients.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and the benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] The contact number is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02578802.
[AGENT][NEUTRAL] 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] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that was it oh there is one thing I need a call reference number.
[AGENT][POSITIVE] Alright, thanks for calling APO OK.
[AGENT][NEUTRAL] Oh, there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] All right, and what was your first name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], all right, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.