AccountId: 011433970860
ContactId: 7172acbc-5932-4e63-9d5b-cf5514808e2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107220 ms
Total Talk Time (AGENT): 45941 ms
Total Talk Time (CUSTOMER): 49843 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/7172acbc-5932-4e63-9d5b-cf5514808e2f_20250225T20:06_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] And you
[CUSTOMER][NEUTRAL] Hi, I'm calling from a um clinic and I'm just verifying a patient's um eligibility.
[AGENT][NEUTRAL] OK, 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, my name is [PII] Phone number is [PII] [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 0186.
[CUSTOMER][NEUTRAL] 7894.
[AGENT][NEUTRAL] Thank you for that. May I have, hold on one second, it didn't come up like I thought it was.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That that
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Last name and date of birth. Um, his name is [PII]. His 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 and it's been effective since [PII].
[CUSTOMER][POSITIVE] OK perfect perfect.
[CUSTOMER][NEUTRAL] All right, can I get a reference number?
[AGENT][NEUTRAL] Sure. So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is the.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] I already
[AGENT][NEUTRAL] And was there anything else I could assist you with today, [PII]?
[CUSTOMER][POSITIVE] That was it, love. Thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Hope you do too bye.
[AGENT][POSITIVE] Thank you bye bye.