AccountId: 011433970860
ContactId: 28352c78-4d04-4dde-8f79-f0ae05451fb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85599 ms
Total Talk Time (AGENT): 37770 ms
Total Talk Time (CUSTOMER): 32868 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/28352c78-4d04-4dde-8f79-f0ae05451fb6_20250605T14:06_UTC.wav
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[CUSTOMER][NEUTRAL] That was the only moments.
[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] with Mercy Central registration. I'm gonna need to confirm patient eligibility or get a term date for coverage.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] and the policy number is gonna be 02134926.
[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, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And the claim address still the [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And can I get call reference number for file record?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, I will get this updated. Thank you very much you have a great day.
[AGENT][POSITIVE] You're welcome. You also thanks for calling [PII].