AccountId: 011433970860
ContactId: 2ca83abe-9555-45ef-933e-7f657afd3d27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144210 ms
Total Talk Time (AGENT): 67097 ms
Total Talk Time (CUSTOMER): 52084 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/2ca83abe-9555-45ef-933e-7f657afd3d27_20241230T22:23_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] OK
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist. I need eligibility date for a member, please.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility date and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] direct line.
[CUSTOMER][NEUTRAL] And then I have policy number.
[CUSTOMER][NEUTRAL] 02262952
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Hey what's?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So,
[AGENT][NEUTRAL] This particular policy is no longer active. Um, it was effective from [PII], but there is an active policy. Let me get that information for you. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah, so the code is.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so it's, this is the this is the active one. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is she on here too? OK, good. So the active policy is policy number 255.
[AGENT][NEUTRAL] 02.
[AGENT][NEUTRAL] 89
[CUSTOMER][NEUTRAL] Yeah, so the.
[AGENT][NEUTRAL] And this policy has been active since [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Oh, OK, perfect. Um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Ja.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, [PII], that's all I needed for today. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] You, you're very welcome. Well, thanks for calling APL. I hope you have a great evening and a happy New Year.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.