AccountId: 011433970860
ContactId: 16d53289-74a7-49db-b954-193e5b7afc69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70529 ms
Total Talk Time (AGENT): 31518 ms
Total Talk Time (CUSTOMER): 32936 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/16d53289-74a7-49db-b954-193e5b7afc69_20250219T21:47_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] Yes, hi, my name is [PII]. I'm calling from Northeast Regional. I have to get eligibility for a patient, please.
[AGENT][POSITIVE] Sure, 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] Yes, yes, my direct line is [PII] and the ID I have is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] and [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][NEUTRAL] [PII]. And your name was [PII], right, ma'am?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] All right, that's all I need. I appreciate it thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.