AccountId: 011433970860
ContactId: 4e87d7c1-b139-4d55-a24c-c6adc1a4f21e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115290 ms
Total Talk Time (AGENT): 46737 ms
Total Talk Time (CUSTOMER): 44991 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/4e87d7c1-b139-4d55-a24c-c6adc1a4f21e_20250108T20:15_UTC.wav
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[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 from Holy Cross Neurology. I'm looking to verify a patient's eligibility with you guys.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My first name is [PII].
[CUSTOMER][NEUTRAL] And then phone number [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] OK. Yes, it's gonna be 022 03953 M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], uh, [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] And let me see. So I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK perfect and you said that it is currently active, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, perfect. Let's see.
[CUSTOMER][POSITIVE] Perfect and what was your name again?
[AGENT][NEUTRAL] My name is [PII] The first initial to my last name is [PII], and there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] All right. Thank you. That is all the information that I needed.
[AGENT][POSITIVE] Alright, [PII]. Well, thank you so much for calling APL. I hope you have a good day and happy new year.
[CUSTOMER][POSITIVE] You as well. Happy new year.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mm.