AccountId: 011433970860
ContactId: 5da7cbc1-44c2-4fe7-992e-bc0000f5f6ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108980 ms
Total Talk Time (AGENT): 48423 ms
Total Talk Time (CUSTOMER): 52418 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/5da7cbc1-44c2-4fe7-992e-bc0000f5f6ae_20250410T18:13_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] Hello, I'm calling so I can verify a patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII] and the number is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's gonna be 01448577 ML5.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be for [PII] and then the date of birth is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing this policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To [PII].
[AGENT][NEUTRAL] And there were no active policies with APL after that.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK, and they have no other policies, nothing else like you said, correct?
[AGENT][NEUTRAL] Correct, not with APL if they do, uh, you would have to reach out to them we don't, we're not aware of it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, perfect, and that is all I need is um the reference number just gonna be your name and today's date?
[AGENT][NEUTRAL] Yes, and the first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much have a great day.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Alrighty bye bye.