AccountId: 011433970860
ContactId: 707bd12b-992e-47d5-9301-36d333ec42c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81089 ms
Total Talk Time (AGENT): 35799 ms
Total Talk Time (CUSTOMER): 37727 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/707bd12b-992e-47d5-9301-36d333ec42c0_20250121T15:41_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, good morning, [PII]. My name is [PII]. Um, I'm calling because I just need to verify coverage for a patient who's coming in for an appointment today, please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility and coverage, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, um, the policy number that I have is uh 02579037 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII] and [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 that the policy is active. It's been effective since [PII] of, I'm sorry, that's her birthday. It's been active since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, perfect. All right, that was all I needed thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye bye.