AccountId: 011433970860
ContactId: 659d2cf2-153d-457d-b855-4e771c17430e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88209 ms
Total Talk Time (AGENT): 36551 ms
Total Talk Time (CUSTOMER): 41928 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/659d2cf2-153d-457d-b855-4e771c17430e_20241230T14:04_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], this is [PII] calling from the Medical University of South Carolina. I was calling to verify um an insurance for a patient.
[AGENT][NEUTRAL] OK, um, like if it's active or not or benefits?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the benefits and eligibility. And may I have a good contact number in case we're disconnected and then your um the policy number?
[CUSTOMER][NEUTRAL] Sure, uh, telephone number is area code [PII]. I can't.
[AGENT][NEUTRAL] Thank you for that. And then can you repeat your name and then just the policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] policy number is 02137682.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [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 I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much and you have a great day.
[AGENT][POSITIVE] You also, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] OK thank you OK bye bye.