AccountId: 011433970860
ContactId: 63efc684-04cb-4b41-b426-6891628169c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201520 ms
Total Talk Time (AGENT): 60062 ms
Total Talk Time (CUSTOMER): 77740 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/63efc684-04cb-4b41-b426-6891628169c2_20250107T17:19_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, this is [PII] calling from provider. How are you doing today?
[AGENT][POSITIVE] I'm doing good how are you?
[CUSTOMER][POSITIVE] I'm good, thanks for asking. Actually, I'm looking for the eligibility status to submit the claim. Can you help me find it out?
[AGENT][POSITIVE] Yes, I can help you with the eligibility and from my notes, can you spell your first name for me and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, I have. Uh my name is [PII].
[CUSTOMER][NEUTRAL] And the last initial is actually [PII].
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] So that spelled [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, yeah. [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, that is going to be 02274045.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] You're welcome. Take your time.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh my first name is [PII] and the last name is [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK. And uh can I confirm uh on date of service, uh [PII], pressure was active or not?
[AGENT][NEUTRAL] Yes, the policy has been active since [PII].
[CUSTOMER][POSITIVE] So, OK. Thank you so much. Can I have your name?
[AGENT][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Mm, just give me a moment.
[CUSTOMER][NEUTRAL] And uh can I have a call back uh call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK. Your name is [PII] Is that right?
[AGENT][NEUTRAL] No, no, [PII]
[AGENT][NEUTRAL] First initial [PII] my last [PII] [PII]. You're welcome.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] Thank you so much for your precious time. Have a great day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Bye. Thank you.