AccountId: 011433970860
ContactId: 714a3f39-3c36-45dc-9165-5e1b5893f8b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95959 ms
Total Talk Time (AGENT): 36317 ms
Total Talk Time (CUSTOMER): 39602 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/714a3f39-3c36-45dc-9165-5e1b5893f8b2_20250619T12:37_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 just to verify eligibility on a on a patient's policy.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, um [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, yeah, so I actually have, um, it's the outpatient certification number.
[AGENT][NEUTRAL] Yes, that's the policy number.
[CUSTOMER][NEUTRAL] OK perfect it's 0249.
[CUSTOMER][NEUTRAL] 1476.
[CUSTOMER][NEUTRAL] NL 8.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, so the member [PII] and the 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. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] [PII]. Perfect, thank you so much.
[AGENT][POSITIVE] You're welcome [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, that would be all.
[AGENT][POSITIVE] Alright, well thanks so much for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] Bye bye.