AccountId: 011433970860
ContactId: 3c715f8d-bf0d-4eee-be4f-efc32528ec29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92660 ms
Total Talk Time (AGENT): 44769 ms
Total Talk Time (CUSTOMER): 33894 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3c715f8d-bf0d-4eee-be4f-efc32528ec29_20250618T14:02_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, um, my name is [PII]. I'm calling from a sleep lab in [PII]. I'm calling to find out if this patient, um, is still active with you guys and his eligibility and benefits.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and benefits. And um I'm sorry, just for my notes, can you repeat your name for me please and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII], and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 789-898.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[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. So I'm actually showing the policies are no longer active. Um, it was effective from [PII], and he hasn't had any policies with us since then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, perfect. All right, that's all I needed to know. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.