AccountId: 011433970860
ContactId: 4d79afc0-4b5c-4d10-968c-26f09c940476
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85559 ms
Total Talk Time (AGENT): 41728 ms
Total Talk Time (CUSTOMER): 35727 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/4d79afc0-4b5c-4d10-968c-26f09c940476_20250108T16:53_UTC.wav
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[CUSTOMER][NEUTRAL] First and
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Actional. I'm calling to verify benefits on a patient.
[AGENT][NEUTRAL] OK, I can help you with the benefits and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] And the policy number, the member ID on the patient is 01997050.
[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] OK, the first name is [PII] Last name is [PII]
[CUSTOMER][NEUTRAL] And the birthday 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].
[AGENT][NEUTRAL] And what type of um benefits did you want to go over today?
[CUSTOMER][NEUTRAL] And that's it. Can I have a reference number?
[AGENT][NEUTRAL] Oh, OK. Um, so there's no call reference number. Um, you can just use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And what's your first name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you darling, have a good day.
[AGENT][POSITIVE] You too, Ms. [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.