AccountId: 011433970860
ContactId: 3e82ae2c-c9dc-4031-923d-2d020ae8d7bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102559 ms
Total Talk Time (AGENT): 41031 ms
Total Talk Time (CUSTOMER): 37108 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/3e82ae2c-c9dc-4031-923d-2d020ae8d7bc_20250505T19:42_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] Thank you, and uh I'm trying to verify a patient uh eligibility. Would you be able to assist me, please?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that and the member's policy number.
[CUSTOMER][NEUTRAL] 02029845 ML 8.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [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 the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm mhm. Any reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Thank you very much, and I really appreciate your assistance.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that will be it. Thank you very much.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye now.