AccountId: 011433970860
ContactId: 4d0a8a4c-fd16-4eb3-ac6d-4c5431f4157e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98819 ms
Total Talk Time (AGENT): 39288 ms
Total Talk Time (CUSTOMER): 38656 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/4d0a8a4c-fd16-4eb3-ac6d-4c5431f4157e_20250213T19:20_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling on behalf of a patient from Baptist, um, down here in [PII]. Um, I wanted to check to see if his policy was active.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and my contact.
[CUSTOMER][NEUTRAL] Number is
[CUSTOMER][NEUTRAL] Uh, question, uh, it's
[CUSTOMER][NEUTRAL] You know, I don't know what my contact number is on here.
[AGENT][NEUTRAL] Oh, I can just use the number on the caller ID. What's the member's policy number?
[CUSTOMER][NEUTRAL] The member's policy number is 02501627.
[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] Uh, his first name is [PII]. His last name is [PII]. His 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 am showing the policy is active, it's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect awesome thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that was everything, thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.