AccountId: 011433970860
ContactId: 5ed275f4-51e8-4126-8f92-fccacfa5252e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118419 ms
Total Talk Time (AGENT): 45059 ms
Total Talk Time (CUSTOMER): 44855 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/5ed275f4-51e8-4126-8f92-fccacfa5252e_20250210T20:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling
[CUSTOMER][NEUTRAL] Um, I need to verify eligibility for a member.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01871735 M as in Mary L8
[AGENT][NEUTRAL] Thank you. Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII], and [PII] is the date of birth.
[AGENT][NEUTRAL] Thank you. And all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you like me to check on?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Um, date of service is going to be the [PII], sorry.
[AGENT][NEUTRAL] OK, the total bill amount?
[CUSTOMER][NEUTRAL] Um, I just need to verify if they're in network or if they're eligible still.
[CUSTOMER][NEUTRAL] This insurance is still active or not.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So yes, [PII] is active. The policy has been active since [PII].
[CUSTOMER][POSITIVE] OK perfect that's all I needed if I can just get a 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 to my last name is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.