AccountId: 011433970860
ContactId: 32686720-9acf-4b0a-9683-d64e63b8918c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110639 ms
Total Talk Time (AGENT): 58807 ms
Total Talk Time (CUSTOMER): 32141 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/32686720-9acf-4b0a-9683-d64e63b8918c_20250121T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi uh good morning I'm calling to verify members um eligibility and benefits.
[AGENT][POSITIVE] OK, I'm happy to check on eligibility and benefits today. What is the policy number?
[CUSTOMER][NEUTRAL] Uh yes, policy number is 01820442.
[AGENT][POSITIVE] All right, thank you so much let me pull that up here.
[AGENT][NEUTRAL] And if you don't mind, can I grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, I'm [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. All right. So let's see here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, looks like the patient's plan effective date was [PII]. The policy has terminated as of [PII]. I'm not showing any other active coverage for that member with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much um is there a reference number that I could get for the phone call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial and then today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Yes well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.