AccountId: 011433970860
ContactId: 32315487-8963-42fc-9273-628cccaa2b6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83629 ms
Total Talk Time (AGENT): 40501 ms
Total Talk Time (CUSTOMER): 31908 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/32315487-8963-42fc-9273-628cccaa2b6f_20250102T21:10_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] Uh hi [PII], this is [PII] calling from Ashner Health. I just need to check eligibility on the policy please.
[AGENT][NEUTRAL] OK, well, I can definitely 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] Yes, [PII].
[CUSTOMER][NEUTRAL] Policy number is 01912984.
[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], [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] Alright, great, and is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alright, Miss [PII], thank you so much. I appreciate your time and have a good evening.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL and happy New Year, [PII].
[CUSTOMER][POSITIVE] Happy New Year thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.