AccountId: 011433970860
ContactId: 652d5588-2dbb-4212-88c5-779676b51063
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87169 ms
Total Talk Time (AGENT): 39930 ms
Total Talk Time (CUSTOMER): 28257 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/652d5588-2dbb-4212-88c5-779676b51063_20250523T15:03_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], my name is [PII] and I'm calling from City of Hope. I'm calling just to verify patients eligible.
[AGENT][NEUTRAL] OK, well I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] 602.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is 015.
[CUSTOMER][NEUTRAL] 263-49.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect. And may I get a reference number, please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name at today's date, and that's [PII], first initial and my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.