AccountId: 011433970860
ContactId: 1b44e888-20f9-450b-81f2-2f43f1b50613
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121129 ms
Total Talk Time (AGENT): 60762 ms
Total Talk Time (CUSTOMER): 29009 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/1b44e888-20f9-450b-81f2-2f43f1b50613_20250408T14:01_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 I was trying to see if I could verify eligibility on a patient.
[AGENT][POSITIVE] OK, well I can definitely help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], uh, phone number is [PII].
[AGENT][NEUTRAL] OK, and I missed your name. Can you repeat that, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII]? OK. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's 01986352.
[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] Yes, it's [PII] at [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 And I am showing that this policy is no longer active. Um, it was effective from [PII], but there is an active policy. Let me get that number for you.
[AGENT][NEUTRAL] So policy number 2,566,470 has been active since [PII].
[CUSTOMER][NEUTRAL] Is this uh same company though like same with you guys also?
[AGENT][NEUTRAL] Oh, yes, um, it's just a new policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Alright, I will get this updated then.
[AGENT][NEUTRAL] Alright, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, I think that is it.
[AGENT][POSITIVE] Alrighty well thank you so much for calling APL Nancy. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.