AccountId: 011433970860
ContactId: 4e4e5da3-51aa-4ff3-82ed-ed1fdb0e6592
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123279 ms
Total Talk Time (AGENT): 58022 ms
Total Talk Time (CUSTOMER): 45690 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/4e4e5da3-51aa-4ff3-82ed-ed1fdb0e6592_20250318T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling for benefits and eligibility, please.
[AGENT][POSITIVE] Yes, ma'am. I can assist you with benefits. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] Call back is [PII].
[AGENT][POSITIVE] OK, thank you, [PII] now.
[CUSTOMER][POSITIVE] And I'm so sorry you said you
[AGENT][NEUTRAL] Yes, my name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, um.
[CUSTOMER][NEUTRAL] I do have the member ID if you would like that.
[AGENT][NEUTRAL] Well, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 01828730 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Of course, the patient's name is gonna be [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, and just let me advise you the verification of coverage. It does not guarantee payment of claims. Um, the effective date on this policy was [PII], and this policy actually expired on [PII], and I'm not showing any active policies on our system.
[CUSTOMER][NEUTRAL] OK, so it terminated on October?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much and a reference number please?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that would be all. Thank you so much. You have a great rest of your day, OK?
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye.