AccountId: 011433970860
ContactId: 27421498-3a27-40b8-9289-85e46f80633c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138309 ms
Total Talk Time (AGENT): 44120 ms
Total Talk Time (CUSTOMER): 31530 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/27421498-3a27-40b8-9289-85e46f80633c_20250506T12:31_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist. I need eligibility on a member, please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01659463.
[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].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I take a look at the
[AGENT][NEUTRAL] Policy. So this particular policy is no longer active. Um it was effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But there is an active policy. Let me get that for you. Hold on one moment.
[CUSTOMER][POSITIVE] OK, perfect. OK.
[AGENT][NEUTRAL] And this one has been active since January.
[CUSTOMER][NEUTRAL] I'm sorry, since January what?
[CUSTOMER][NEUTRAL] Hello, I can't hear you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, I can't hear you.
[CUSTOMER][NEUTRAL] Hello. Please call me back.
[CUSTOMER][NEUTRAL] Hello.