AccountId: 011433970860
ContactId: 425d7510-9b6a-44ee-b5bb-f94b778e2d7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94319 ms
Total Talk Time (AGENT): 48621 ms
Total Talk Time (CUSTOMER): 30671 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/425d7510-9b6a-44ee-b5bb-f94b778e2d7f_20250402T19:52_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] Hi, I was just going to verify the eligibility for a patient.
[AGENT][POSITIVE] OK, I can definitely help you with eligibility. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] An [PII].
[AGENT][NEUTRAL] Thank you for that. And did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And, and, and may I have a good contact number in case we're disconnected? I'm sorry, the member's policy number, my apologies.
[CUSTOMER][NEUTRAL] OK, that's OK. The policy number is 02137798.
[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] It is [PII], [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] OK perfect is there a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much and I appreciate it.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.