AccountId: 011433970860
ContactId: 2d3324a6-da2a-4995-b571-ddf9710de388
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77160 ms
Total Talk Time (AGENT): 36790 ms
Total Talk Time (CUSTOMER): 28008 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2d3324a6-da2a-4995-b571-ddf9710de388_20250115T14:00_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], uh, my name is [PII]. I'm just calling to verify uh eligibility for a patient.
[AGENT][NEUTRAL] OK, I can 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] Sure, sure, uh, [PII].
[AGENT][NEUTRAL] And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Is 02292120.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yep, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. Um it was effective from [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK wonderful thank you so much appreciate your help today.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No thank you you have a wonderful day.
[AGENT][NEUTRAL] You also bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.