AccountId: 011433970860
ContactId: 5a51f990-5f9a-4ca7-8246-072509f1871a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126250 ms
Total Talk Time (AGENT): 43298 ms
Total Talk Time (CUSTOMER): 50452 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/5a51f990-5f9a-4ca7-8246-072509f1871a_20250416T15:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider's office to check on, uh, then I'll start. Sorry, I want to check on eligibility.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, one sec.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] So, the contact number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, it's correct.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 0251.
[CUSTOMER][NEUTRAL] 7427.
[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] Yeah, the name is gonna be [PII] and the 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. I am showing that the policy is active and it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK. I'm still active, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. So I can uh submit the claim for this number.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. Uh, can I get the reference number for this call?
[AGENT][NEUTRAL] Sure, 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] Yeah
[CUSTOMER][POSITIVE] OK, thanks so much for assisting me today. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much for asking.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.