AccountId: 011433970860
ContactId: 1e2e7dd1-5d6d-4079-8671-d5e90af85865
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143610 ms
Total Talk Time (AGENT): 50742 ms
Total Talk Time (CUSTOMER): 45961 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1e2e7dd1-5d6d-4079-8671-d5e90af85865_20250203T14:49_UTC.wav
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[AGENT][NEUTRAL] Me you
[CUSTOMER][NEUTRAL] [PII], I'm calling from Surgery Center of Adventure eligibility for one of your members.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is 0.
[AGENT][NEUTRAL] I could barely hear you, [PII] cause your phone was breaking out.
[CUSTOMER][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] It's still doing it.
[CUSTOMER][NEUTRAL] Hello, can you hear me now?
[AGENT][POSITIVE] Yes, that's much better, thank you.
[CUSTOMER][POSITIVE] OK, thank you. Give me one second please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, sorry about that. So, um, so the phone number is [PII].
[AGENT][POSITIVE] Mhm. No worries.
[AGENT][NEUTRAL] And what is the policy number, [PII]?
[CUSTOMER][NEUTRAL] 02506900 M as in Mary L as in Larry number 8.
[AGENT][NEUTRAL] What is this member's name and date of birth that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're calling to verify benefits eligibility. This member's policy has been active since [PII] and is currently active. She has outpatient benefits of $500 per calendar day, and this is not a guarantee of benefits, just a disclaimer of the policy's coverage.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you so much. Can I get your name and a reference number, please?
[AGENT][NEUTRAL] My name is [PII], and today's date is a reference because unfortunately actually we don't provide those.
[CUSTOMER][POSITIVE] OK, that's fine. Thank you so much for your help, [PII]. Have a great day bye bye.
[AGENT][POSITIVE] You're welcome, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye.