AccountId: 011433970860
ContactId: 47e212e5-4be2-4127-b286-7f592248d720
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122000 ms
Total Talk Time (AGENT): 61775 ms
Total Talk Time (CUSTOMER): 29341 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/47e212e5-4be2-4127-b286-7f592248d720_20250606T12:34_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] Good morning. I was calling to check on eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with both the eligibility and benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] 02564641
[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] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[AGENT][NEUTRAL] Like did you need a copy of the fax back or you just have particular questions?
[CUSTOMER][NEUTRAL] Um, just
[CUSTOMER][POSITIVE] No, the fax back would be perfect please.
[AGENT][NEUTRAL] OK. And may I have a good fax number to send the fax back to for you?
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And should I put attention [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that was 770599-2564?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, hold on one moment.
[AGENT][NEUTRAL] So I will go ahead and send the fax back over to you now. I did check the policy just for history for you, but there's, um, we haven't processed anything for her yet.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.