AccountId: 011433970860
ContactId: 196deaf4-482c-4aca-9d39-5c285d92c254
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111129 ms
Total Talk Time (AGENT): 59081 ms
Total Talk Time (CUSTOMER): 40909 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/196deaf4-482c-4aca-9d39-5c285d92c254_20250326T20:01_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], uh, my name is [PII]. I'm calling to check patient uh eligibility and benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with both the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 01901762 ML8.
[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 [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 So I am showing that this particular policy is no longer active. It was effective from [PII].
[AGENT][NEUTRAL] There was a policy after that, um, which is also no longer active. Did you need that information?
[CUSTOMER][NEUTRAL] Um, no, no, that's OK. So they're uh inactive.
[AGENT][NEUTRAL] You sure? OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So as of now, there's no active coverage with APL. You're welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] OK, thanks so much, [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, just a reference number that I could document that I got the information from you guys.
[AGENT][NEUTRAL] Sure, 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][POSITIVE] Thank you so much take care.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.