AccountId: 011433970860
ContactId: 1ef209cb-47c6-45d5-b90e-bf3cd95d77a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107580 ms
Total Talk Time (AGENT): 48429 ms
Total Talk Time (CUSTOMER): 42539 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/1ef209cb-47c6-45d5-b90e-bf3cd95d77a5_20250408T14:38_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'm calling from a provider's office and I'm calling to see if we are in network with you, uh, with you guys.
[AGENT][NEUTRAL] OK, I can take a look at the um type of policy they have and see if there's a network. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII]
[CUSTOMER][NEUTRAL] And then call back number is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is 02463782.
[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] Uh-huh. First name is [PII] Uh last name is [PII] and then 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 So I'm actually showing that the policy is no longer active. Um, she doesn't have any policies with us. The policies were active from [PII], and there were no active policies with us after that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, I will go ahead and give her a call.
[AGENT][POSITIVE] Alrighty. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be it. Thank you so much for your help.
[AGENT][POSITIVE] Alright, [PII]. You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.