AccountId: 011433970860
ContactId: 6c587572-9573-47a2-800d-8a0b82b6a352
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97339 ms
Total Talk Time (AGENT): 42978 ms
Total Talk Time (CUSTOMER): 30422 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=3.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/6c587572-9573-47a2-800d-8a0b82b6a352_20250415T20:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get some help with verifying eligibility for a patient.
[AGENT][POSITIVE] Sure, I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII], last initial [PII] and that's [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, I have 01871737.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And I have the member here. 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, and I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][POSITIVE] Alrighty, and a reference for the call.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Alright, [PII], thanks so much for your help today. You have a great day and stay safe.
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I can help with?
[CUSTOMER][POSITIVE] That'll be all, dear. Have a great day.
[AGENT][POSITIVE] Alright, thanks for calling APL. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.