AccountId: 011433970860
ContactId: 35ca469e-e528-4d3c-a37b-4a5d17f79d50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105309 ms
Total Talk Time (AGENT): 46609 ms
Total Talk Time (CUSTOMER): 35788 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/35ca469e-e528-4d3c-a37b-4a5d17f79d50_20250423T19:20_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] Hey, I need to verify eligibility on a patient please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] and our number is [PII].
[AGENT][NEUTRAL] Thank you, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 601 I'm sorry 603-731.
[AGENT][POSITIVE] 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, and I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, are you able to fax the benefit breakdown?
[AGENT][NEUTRAL] Yes, what's a good fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] All right, so I'll go ahead and send this over to you now. And was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That was all thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] All right bye.
[AGENT][NEUTRAL] Bye bye.