AccountId: 011433970860
ContactId: 14a1026a-df41-4ad8-a54f-e4bf19b66f44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84459 ms
Total Talk Time (AGENT): 33686 ms
Total Talk Time (CUSTOMER): 31908 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/14a1026a-df41-4ad8-a54f-e4bf19b66f44_20250502T19:09_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][NEUTRAL] Hi, um, I just need to check eligibility of a patient of mine.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and then uh contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02497474
[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] and birthday is.
[CUSTOMER][NEUTRAL] [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].
[CUSTOMER][POSITIVE] OK, [PII]. Perfect, thank you so much for your help today.
[AGENT][POSITIVE] You're welcome. [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that'll be it.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.