AccountId: 011433970860
ContactId: 46c76711-d860-4cdf-bad4-9f7d4c5ac715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160300 ms
Total Talk Time (AGENT): 66521 ms
Total Talk Time (CUSTOMER): 55654 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/46c76711-d860-4cdf-bad4-9f7d4c5ac715_20250129T17:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APS. Yeah. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office and I'm here to know about the patient's eligibility and benefits.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility and benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and the [PII] is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1116674.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and 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. So I'm actually showing that she's no longer on the um
[AGENT][NEUTRAL] Policy as of [PII]?
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] They are no longer active, right?
[AGENT][NEUTRAL] No, no, no, not they're no longer active. She is no longer on the policy, the policy is active. She is no longer active as of September.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This dependent is no longer uh the part of the policy, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you please provide me the date, when was the last enrolled in it?
[AGENT][NEUTRAL] Yes, that's what I was trying to give you. Hold on one moment, let me get it. Let me go back. Hold on one second.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK. And could you please tell me your name one more time?
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And what will be your call reference number for today?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date?
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Have a good day.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist with?
[CUSTOMER][POSITIVE] No, that, thank you so much for asking. That's all I need to know.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.