AccountId: 011433970860
ContactId: 3e475b4f-a185-4c6c-af41-481b28f44516
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80260 ms
Total Talk Time (AGENT): 32313 ms
Total Talk Time (CUSTOMER): 37161 ms
Interruptions: 0
Overall Sentiment: AGENT=3.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/3e475b4f-a185-4c6c-af41-481b28f44516_20250106T17:27_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] Um, yes, good afternoon. My name is [PII]. I'm calling from Memorial Region Hospital to check, um,
[CUSTOMER][NEUTRAL] Eligibility.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. The policy number I have is 1,869,070.
[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] Sure, the number that I have is [PII] is the last name, A B A D. First name is [PII], is [PII] Date of birth [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][POSITIVE] Got it. Perfect. I appreciate your help. And that's everything I was going to need.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Alright, well, thanks so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome