AccountId: 011433970860
ContactId: 253b3cde-96cd-4e36-9551-a5d813951d1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131139 ms
Total Talk Time (AGENT): 53228 ms
Total Talk Time (CUSTOMER): 39815 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/253b3cde-96cd-4e36-9551-a5d813951d1e_20250520T15:34_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] I need to verify eligibility.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02296303
[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] The number is [PII] 51782.
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And is his um wife [PII] active as well?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes, she is.
[CUSTOMER][NEUTRAL] And that's the group number 14536.
[AGENT][POSITIVE] Mhm, that's correct.
[CUSTOMER][NEUTRAL] OK, and then I have one other separate patient I need to check as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that member's policy number?
[CUSTOMER][NEUTRAL] 02365850
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member is [PII] [PII].
[AGENT][NEUTRAL] Thank you. Um, so this policy has been active since [PII].
[CUSTOMER][NEUTRAL] And [PII] is active as well.
[AGENT][NEUTRAL] [PII]. Yes.
[CUSTOMER][NEUTRAL] OK, and then the group is 19863?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect, that is all that I needed.
[AGENT][POSITIVE] All right, well thank you so much for calling APL [PII]. I hope you have a great week.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] That