AccountId: 011433970860
ContactId: 390cf274-7c0c-49f0-bf9e-3bb2f8194e74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100519 ms
Total Talk Time (AGENT): 42020 ms
Total Talk Time (CUSTOMER): 46459 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/390cf274-7c0c-49f0-bf9e-3bb2f8194e74_20250417T21:18_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] Hi [PII], good afternoon. This is [PII]. I'm calling with VHS outpatient clinic, and I'm calling to get eligibility on a patient.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility, [PII]. And may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and that would be my direct line. The policy number would be 018363773.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], um last name it's spelled [PII] Date of birth is [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] OK, thank you and then if I can have a reference number to document my call please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, and that's [PII], first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much and I have a great rest of your day. Stay safe.
[AGENT][NEUTRAL] You also, [PII], was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that'll be all I appreciate your help thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.