AccountId: 011433970860
ContactId: 43cec9ce-5340-4bb3-92f3-9eb6ee973e7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129449 ms
Total Talk Time (AGENT): 46141 ms
Total Talk Time (CUSTOMER): 56832 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/43cec9ce-5340-4bb3-92f3-9eb6ee973e7b_20250109T17:24_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] Hi, [PII]. Uh, my name is [PII]. I'm calling to verify a patient's 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] Yes, um, 786.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01611550 ML8.
[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] Of course, his name is [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. So, um, I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, um, that's all I needed. I just need your, I know your name is [PII], but do you provide the initial of your last name?
[AGENT][NEUTRAL] Oh, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII], and do you also provide a reference call number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect alright thank you so much [PII] is it with one N or two Ns?
[AGENT][NEUTRAL] Um, 2
[CUSTOMER][POSITIVE] All right, perfect. OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was all I needed. Thank you again.
[AGENT][POSITIVE] All right. Well, thanks so much for calling APL. Have a great day and happy [PII].
[CUSTOMER][POSITIVE] Happy [PII]. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.