AccountId: 011433970860
ContactId: 5aff00e2-641e-4afa-af73-db4cff67a118
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156610 ms
Total Talk Time (AGENT): 50430 ms
Total Talk Time (CUSTOMER): 41323 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/5aff00e2-641e-4afa-af73-db4cff67a118_20250604T15:13_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], I'm calling to verify a member's benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII], uh, last initials [PII]
[AGENT][NEUTRAL] And [PII], if I can, OK, and if I can get a good call back number for you?
[CUSTOMER][POSITIVE] [PII] and that's correct.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 022 05963
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Please be advised the verification of coverage is not a guarantee of payment.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Now, I am showing that this.
[AGENT][NEUTRAL] Um, person is no longer on the coverage. I don't have a term date though, but it's showing that they.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I'm showing it's um she's no longer covered.
[CUSTOMER][NEUTRAL] OK, is her spouse still covered? [PII]?
[AGENT][NEUTRAL] Correct, correct. He, it looks like he just has the individual policy, yeah, he only has an individual policy.
[CUSTOMER][NEUTRAL] She's not
[CUSTOMER][POSITIVE] All right, I will give her a call then and let her know.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, can I have a reference number just to give her just in case she asks.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.