AccountId: 011433970860
ContactId: 66ff41b3-df34-4c05-801e-5291cf4a0020
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84169 ms
Total Talk Time (AGENT): 37620 ms
Total Talk Time (CUSTOMER): 25168 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/66ff41b3-df34-4c05-801e-5291cf4a0020_20250417T13:26_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]. I'm trying to verify coverage for a patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] And policy number 02473945.
[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. So I'm actually showing the policy is no longer active. Um, it was only effective for a day, [PII], um, it was effective and turned.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be it for me.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.