AccountId: 011433970860
ContactId: 2f0f676b-5e13-4e65-98be-8d19d631b2f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94870 ms
Total Talk Time (AGENT): 41739 ms
Total Talk Time (CUSTOMER): 41294 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/2f0f676b-5e13-4e65-98be-8d19d631b2f7_20250324T13:24_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] Good morning, [PII]. My name is [PII]. I'm with Montgomery eye physicians, and I need to check benefits on a member to see if he's still affected.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure to help you with that eligibility, [PII]. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and the policy number for the patient, please.
[CUSTOMER][NEUTRAL] 02553130.
[AGENT][NEUTRAL] And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII], and [PII].
[AGENT][POSITIVE] All right, thank you. And I can help you with that eligibility.
[AGENT][NEUTRAL] Now [PII], this policy turned on 10-1-2024. He does not have active coverage with us.
[CUSTOMER][NEUTRAL] Huh, OK, so he got it, but he didn't. That was quick because they say effective 101, but OK, yeah, he got, he had a thing in here said effective 101, but I guess he didn't keep it.
[AGENT][NEUTRAL] Right. So he does not have coverage with us. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I know, that's it. Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. It's a pleasure to assist you with that eligibility, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] All right, thank you, [PII].
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.