AccountId: 011433970860
ContactId: 251dc033-a498-4653-91b1-8f6bd84bae3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100250 ms
Total Talk Time (AGENT): 50048 ms
Total Talk Time (CUSTOMER): 30511 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/251dc033-a498-4653-91b1-8f6bd84bae3d_20250612T12:49_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]. I was calling to check uh patients eligibility.
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] OK, well I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have 01615462.
[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] I have [PII] [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 So I'm actually showing the policy is no longer active. It was effective from [PII], and there were no other active policies after [PII] with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and uh thank you can I have call reference?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right. Thank you. And then you have a good day.
[AGENT][POSITIVE] You're welcome. Do you also, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day.