AccountId: 011433970860
ContactId: 1a184cd6-893e-455e-b845-8f7986e4d6ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118860 ms
Total Talk Time (AGENT): 49790 ms
Total Talk Time (CUSTOMER): 50540 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/1a184cd6-893e-455e-b845-8f7986e4d6ba_20250108T16:46_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] Hello, my name is [PII]. I'm trying to verify patient eligibility. Can you help me, please?
[AGENT][POSITIVE] Yes, I'll be more than happy to assist you with the eligibility. And for my notes, can you spell your first name for me please and provide a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Yeah, I'll be more than happy to assist you with the eligibility and for my note, can you spell your first name for me please and provide a good contact number in case we're disconnected? Yes, my name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, back number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] The member policy number is 02555994.
[AGENT][NEUTRAL] 0255599494.
[CUSTOMER][NEUTRAL] No, 994 only.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The member's name is [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, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's currently active, right?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, thank you very much. uh, do you have any reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. So that's [PII], the first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you very much have a good day.
[AGENT][POSITIVE] You're welcome, [PII] you also and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.