AccountId: 011433970860
ContactId: 1ca72152-2ea9-4f28-b469-4703aa2d5af2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102459 ms
Total Talk Time (AGENT): 36536 ms
Total Talk Time (CUSTOMER): 42107 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1ca72152-2ea9-4f28-b469-4703aa2d5af2_20250617T12:40_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 [PII], my name is [PII], last initial [PII], just calling to check on the effective date for a patient policy, please.
[AGENT][NEUTRAL] OK, I can definitely 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] [PII].
[CUSTOMER][NEUTRAL] And policy number is 02519075.
[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], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, um, is there any group number for this plan?
[AGENT][NEUTRAL] Yes, the group number is 26612.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have the group name Badia Spices Incorporated.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK perfect. Alright, that's all the information that I needed thank you so much for your help, [PII]. Have a great day.
[AGENT][POSITIVE] You're very welcome. You also, [PII], well, thanks for calling APL. Hope you have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.