AccountId: 011433970860
ContactId: 5d9d1db7-4edd-4956-97b7-90262aceda61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139440 ms
Total Talk Time (AGENT): 55709 ms
Total Talk Time (CUSTOMER): 57505 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/5d9d1db7-4edd-4956-97b7-90262aceda61_20250514T13:41_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, [PII], good morning. My name is [PII]. I'd like to verify for an eligibility date on a patient, please.
[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] It is [PII].
[CUSTOMER][NEUTRAL] [PII], is your name with two Ns or one N?
[AGENT][NEUTRAL] 2
[CUSTOMER][POSITIVE] OK perfect. I did get it, thank you.
[AGENT][NEUTRAL] And may I have, you're welcome. May I have the member's policy number?
[CUSTOMER][NEUTRAL] I have here 1458999 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [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. So you have a data service and you want me to let you know which policy was active at that time?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and what's the date of service?
[CUSTOMER][NEUTRAL] Data service was [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So policy 2,583,680 is the currently active policy. It's been active since [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so the 2,583,680 is the current policy number instead of the other one.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK great and is there a call reference number for today or is it today's date with your name?
[AGENT][NEUTRAL] Um, yes, today's date was my name and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, great. Thank you very much, [PII]. I hope you have a great day.
[AGENT][NEUTRAL] You also, [PII], was there anything else I can help with?
[CUSTOMER][POSITIVE] That's all I appreciate it.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.