AccountId: 011433970860
ContactId: 15bb609e-d54e-4cb5-be4a-1e7e89722d35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74830 ms
Total Talk Time (AGENT): 39622 ms
Total Talk Time (CUSTOMER): 21019 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/15bb609e-d54e-4cb5-be4a-1e7e89722d35_20250617T20:41_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 [PII], my name is [PII]. I'm calling to verify eligibility for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The subscriber ID I have is [PII].
[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]. 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. So I'm showing um the policies are no longer active with us. Um, they were effective from [PII], and there hasn't been any active policy since then with us.
[CUSTOMER][POSITIVE] OK, thank you [PII].
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] That's all thanks.
[AGENT][POSITIVE] Thanks for calling APL bye bye.