AccountId: 011433970860
ContactId: 1c3e9f9f-6710-41ad-b3c5-6127914c3e04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128899 ms
Total Talk Time (AGENT): 50917 ms
Total Talk Time (CUSTOMER): 63650 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/1c3e9f9f-6710-41ad-b3c5-6127914c3e04_20250515T17:02_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] Yeah
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I need to verify inpatient medical benefits for member.
[CUSTOMER][NEUTRAL] And to know if we are in or out of network, please.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to assist you with the member's policy. Um, the phone kind of broke up there. So did you say you needed inpatient benefits and then if you're in or out of network?
[CUSTOMER][POSITIVE] OK, well I'll be more than happy to.
[CUSTOMER][NEUTRAL] Policy, um, the phone kind of broke up there so did you say you needed inpatient benefits and then.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. And may I have the member's policy number and a good contact number?
[CUSTOMER][NEUTRAL] And may I have the
[CUSTOMER][NEUTRAL] Yes, the member ID number is 02566961.
[AGENT][NEUTRAL] And a good contact number?
[CUSTOMER][NEUTRAL] Um, for duration.
[AGENT][NEUTRAL] No, the contact number in case we're disconnected.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] And can you verify the member's first and last?
[CUSTOMER][NEUTRAL] Yes, 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. So the member has no active policies with APL at this time. This policy was active from [PII].
[CUSTOMER][NEUTRAL] With ATL at this time.
[CUSTOMER][POSITIVE] OK, thank you so much and may I have your last name initial please?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And do you have any reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help and it is all that I need today. Have a nice day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Alright, thanks for calling APO. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.