AccountId: 011433970860
ContactId: 26896073-0450-4db2-9f7d-2b618c7ef8f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94459 ms
Total Talk Time (AGENT): 39511 ms
Total Talk Time (CUSTOMER): 34982 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/26896073-0450-4db2-9f7d-2b618c7ef8f7_20250218T20:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII], last initial W [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, I have
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Just to make sure it's correct.
[CUSTOMER][NEUTRAL] 971-079.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, we have, uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that 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] Alrighty and then may I have a reference for the call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. Again, that's [PII].
[CUSTOMER][POSITIVE] Alright [PII], thanks so much for your help. You have a great day and stay safe.
[AGENT][POSITIVE] Thank you also. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye