AccountId: 011433970860
ContactId: 403c0f79-7891-4f15-93eb-d2c72d47aab8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94809 ms
Total Talk Time (AGENT): 37240 ms
Total Talk Time (CUSTOMER): 45611 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/403c0f79-7891-4f15-93eb-d2c72d47aab8_20250115T19:22_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][POSITIVE] Good afternoon. Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with Medical University of South Carolina and I'm just trying to verify a policy, please.
[AGENT][NEUTRAL] OK, I'm wanting to know if the policy is active?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, phone number [PII].
[CUSTOMER][NEUTRAL] And tell me when you're ready for the policy number.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], the 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] and the mailing address is that um still the [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and [PII], your last name begins with what letter?
[AGENT][NEUTRAL] [PII],
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much for helping me.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No that'll be it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.