AccountId: 011433970860
ContactId: 337ee507-316c-4e2e-81b6-dc2b427a7087
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118160 ms
Total Talk Time (AGENT): 42404 ms
Total Talk Time (CUSTOMER): 32051 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/337ee507-316c-4e2e-81b6-dc2b427a7087_20250501T13:44_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] Hi, good morning. I was calling to get an eligibility pack back for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the fax back. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Sorry, my computer was being slow 024.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] Sorry about that. 02451892.
[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] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment, let me check for um [PII].
[AGENT][NEUTRAL] Um, so as of [PII], [PII] is no longer on this policy, um, due to the age, so she aged out.
[CUSTOMER][POSITIVE] Oh OK. Alrighty, thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be all. Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL you also bye bye.