AccountId: 011433970860
ContactId: 58bcc978-8e7d-40c0-9c10-8c51b2ad8a2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83949 ms
Total Talk Time (AGENT): 38769 ms
Total Talk Time (CUSTOMER): 34246 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/58bcc978-8e7d-40c0-9c10-8c51b2ad8a2e_20250514T17:16_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I'm calling from Palmation Neurology checking to make sure a patient's insurance is still active.
[AGENT][NEUTRAL] OK, I can confirm the eligibility for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and it's [PII] and I'm sorry, who am I speaking with?
[AGENT][NEUTRAL] My name is [PII]. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 980751.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII], and there's no future term date on file.
[CUSTOMER][NEUTRAL] OK, um, and the confirmation is your name and the today's date?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] The reference number?
[CUSTOMER][POSITIVE] All right hon thank you have a good day bye bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.