AccountId: 011433970860
ContactId: 2e940bf7-a73e-423c-afd2-0038f913011c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140949 ms
Total Talk Time (AGENT): 44791 ms
Total Talk Time (CUSTOMER): 57777 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/2e940bf7-a73e-423c-afd2-0038f913011c_20250422T18:08_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] Hi [PII], my name is [PII]. I'm calling from Lakeside Medical Center.
[CUSTOMER][NEUTRAL] Because we have one of your members here.
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] All right, with his American public public life um secondary insurance. I was just calling to see if, if it's active in the affected date.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Well, I can definitely help you with the eligibility and Ms. [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the policy number I have is 02549553.
[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] Yes, first name [PII], last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And was there anything else I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Um, yes, just your last name first initial?
[AGENT][NEUTRAL] Oh, sure, it's [PII].
[CUSTOMER][NEUTRAL] And it's [PII] for the first name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right then, that'll be all for your service today, [PII].
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] All right, you too. Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.