AccountId: 011433970860
ContactId: 562380bf-c188-4f3e-b37c-7beff4e0c979
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108239 ms
Total Talk Time (AGENT): 52013 ms
Total Talk Time (CUSTOMER): 30088 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/562380bf-c188-4f3e-b37c-7beff4e0c979_20250611T20:05_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] Yes, I'm calling to verify patient benefits as a secondary or a gap.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]. [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02298078.
[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] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. Um, it was effective from [PII], and there are no other active policies with us since January.
[CUSTOMER][POSITIVE] Perfect, um, and just the reference number if you have it.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. And again, that's [PII] name [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That will be all.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.