AccountId: 011433970860
ContactId: 14e2b5a0-22c9-4710-84f8-3e08ba91ffbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137100 ms
Total Talk Time (AGENT): 47863 ms
Total Talk Time (CUSTOMER): 34569 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/14e2b5a0-22c9-4710-84f8-3e08ba91ffbe_20250505T13:28_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] Hi, this is [PII] calling from provider service.
[AGENT][POSITIVE] Hi [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Fine.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Regarding eligibility.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] 02036924 ML 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII], and 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'm showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And end, ended it?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And the date of the plan.
[AGENT][NEUTRAL] The end date like termination date, there's no termination date, it's still active.
[CUSTOMER][NEUTRAL] OK. Can you please give a call reference number?
[AGENT][NEUTRAL] So 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] Can you spell your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nothing.
[AGENT][NEUTRAL] Alright, thanks for calling API have a