AccountId: 011433970860
ContactId: 26305211-7613-4147-b586-a59d3974ac05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73919 ms
Total Talk Time (AGENT): 35947 ms
Total Talk Time (CUSTOMER): 31989 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/26305211-7613-4147-b586-a59d3974ac05_20250207T13:55_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], this is [PII] calling from an APA Community Healthcare. How are you?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm good. I'm just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02595543
[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] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that will be all thank you.
[AGENT][POSITIVE] Alright, thanks for calling API. You're welcome have a great weekend.
[CUSTOMER][POSITIVE] Yep you too alright bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.