AccountId: 011433970860
ContactId: 2ddf6880-d63a-4a75-869d-4c2a35313c56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69370 ms
Total Talk Time (AGENT): 33128 ms
Total Talk Time (CUSTOMER): 22921 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/2ddf6880-d63a-4a75-869d-4c2a35313c56_20250421T13:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to verify a patient's eligibility.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and my number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the uh member's policy number?
[CUSTOMER][NEUTRAL] 02288810
[AGENT][NEUTRAL] Thank you, 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] [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, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that's all I needed thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.