AccountId: 011433970860
ContactId: 58c6ff74-bb51-4f13-aa01-2f5222e1fa69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113660 ms
Total Talk Time (AGENT): 54398 ms
Total Talk Time (CUSTOMER): 47624 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/58c6ff74-bb51-4f13-aa01-2f5222e1fa69_20250527T18:08_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] Uh, I was calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, well, I can definitely help you with the benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 456 477
[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] His name is [PII] and his 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 um the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] Uh, no, I just need to know that, uh, he had in uh.
[CUSTOMER][NEUTRAL] That he did have this miscellaneous uh commercial plan.
[CUSTOMER][NEUTRAL] I don't need to know the benefits. I just need to know that he did have it.
[AGENT][NEUTRAL] Oh, just eligibility. OK. All right. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, can I get an initial to your last name and a call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. And again, that's [PII], first initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Uh, I, I appreciate your help very much.
[AGENT][POSITIVE] You're very welcome, [PII], and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.