AccountId: 011433970860
ContactId: 6a4b4302-8a06-46cb-8e9f-5b1ac1aadffd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82699 ms
Total Talk Time (AGENT): 38191 ms
Total Talk Time (CUSTOMER): 26380 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/6a4b4302-8a06-46cb-8e9f-5b1ac1aadffd_20250618T12:50_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] Yeah, I need to verify um current eligibility and benefits for a patient.
[AGENT][POSITIVE] OK, well I can help you with both the eligibility and benefits. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, 02539354.
[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 So I'm actually showing the policy is no longer active.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 effective from [PII] to June, I'm sorry, to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, that's what I need to know. Thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL Carry. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.