AccountId: 011433970860
ContactId: 4ff1ebe3-845a-469d-a700-ce696731db17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97720 ms
Total Talk Time (AGENT): 41043 ms
Total Talk Time (CUSTOMER): 49247 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/4ff1ebe3-845a-469d-a700-ce696731db17_20250212T19:19_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] Hey [PII], my name is [PII]. I'm calling with USC affiliate physicians, and I'm trying to get um information on a patient benefit and eligibility with you all.
[AGENT][POSITIVE] OK, well, I can definitely help you with the um eligibility and benefits. And may I have a good contact number in case we're disconnected and can you repeat your name? I couldn't hear you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It, yeah, yeah, it's [PII] Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] The policy number is 02152658 for [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] OK, that is all I needed. And then Miss [PII], can I just have a reference number for that, um, that, that our call this afternoon.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect awesome thank you so much for your help. I really do appreciate it.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL Justice. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thanks again.
[AGENT][POSITIVE] Thank you, you're welcome bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.