AccountId: 011433970860
ContactId: 57a5fb3c-62f8-4345-b4fe-3b12b60ba078
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98080 ms
Total Talk Time (AGENT): 39050 ms
Total Talk Time (CUSTOMER): 44388 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/57a5fb3c-62f8-4345-b4fe-3b12b60ba078_20250303T13:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was just trying to verify if this patient coverage was active.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm, my first name is [PII], last name initial is [PII] and then phone number will be [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, let me, it is 01866995 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [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] Mm
[CUSTOMER][NEUTRAL] [PII]. OK, perfect and what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], perfect and [PII], that's all I needed is there a reference number that I can put 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], and then today's date.
[CUSTOMER][POSITIVE] Perfect, my lady, I appreciate you so much have a good rest of your day.
[AGENT][POSITIVE] You also, thanks for calling APU.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome bye bye.