AccountId: 011433970860
ContactId: 5027bfb8-3ccc-4a43-bb15-186a7288e118
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81790 ms
Total Talk Time (AGENT): 38828 ms
Total Talk Time (CUSTOMER): 29924 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/5027bfb8-3ccc-4a43-bb15-186a7288e118_20250523T20:43_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], good afternoon. I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh, [PII] last initial [PII] [PII].
[AGENT][NEUTRAL] Thank you, and [PII], can you verify the or provide the member's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02518857.
[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] Yes, we have, uh, [PII], [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 active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Alrighty and a reference for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] What was your first name? I'm sorry?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK. Alrighty, [PII], thanks so much for your help today. You enjoy the rest of your day and have a great weekend, OK? Stay safe.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.