AccountId: 011433970860
ContactId: 201fb189-6a7e-4cb9-9af1-4bf139f21ef7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142080 ms
Total Talk Time (AGENT): 63923 ms
Total Talk Time (CUSTOMER): 65725 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/201fb189-6a7e-4cb9-9af1-4bf139f21ef7_20250620T13:15_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 and uh I'm just calling to verify if a patient has an active coverage with you guys.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yep, the office number here, let me look at it because I've only been here for like a couple of days it's uh [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Oh, take your time.
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] The ID number is 02.
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] 8491 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] His last name is [PII]. His 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. And may I have the date of service and total, I'm sorry, I was looking at the wrong set of notes. Um, the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's birthday day.
[CUSTOMER][POSITIVE] OK, [PII]. OK, thank you so much.
[AGENT][NEUTRAL] Hold on, hold on. I'm sorry. Hold on one second. I'm glad I saw that. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] No, this policy is not active. It was, it was effective as of [PII], but it turned on [PII]. My apologies.
[CUSTOMER][NEGATIVE] It's not OK.
[CUSTOMER][NEUTRAL] OK, OK, so let me go ahead and take this out [PII]?
[AGENT][NEUTRAL] [PII]. No, you're OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alright, good, so thank you. I'm so glad that you you you told me that.
[CUSTOMER][POSITIVE] All right, so we are all set that's all I needed.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL Cherry. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too you have a good day bye bye.
[AGENT][POSITIVE] Thank you, bye bye.