AccountId: 011433970860
ContactId: 4115183f-1254-4ead-af9d-05ca8f855924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140059 ms
Total Talk Time (AGENT): 65500 ms
Total Talk Time (CUSTOMER): 40270 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/4115183f-1254-4ead-af9d-05ca8f855924_20250325T20:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Doctor [PII]'s office, and I needed to verify, uh, benefits and eligibility for a member, please.
[AGENT][NEUTRAL] OK, [PII], so you need eligibility and benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with those things [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] I have 01659563 ML and I think this is an 8.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and [PII], any information that I provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so she was a dependent on this policy. Now, this policy number.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Isn't, it's an old policy that's no longer active that you'll see that's active, but the policy number that you provided for me.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Termed as of [PII].
[AGENT][NEUTRAL] And the current active policy for her to [PII] is gonna be 02.
[AGENT][NEUTRAL] 497629 and it has an effective date of [PII].