AccountId: 011433970860
ContactId: 74186536-9a96-4a90-89d9-8dd08b040838
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105669 ms
Total Talk Time (AGENT): 43979 ms
Total Talk Time (CUSTOMER): 43130 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/74186536-9a96-4a90-89d9-8dd08b040838_20250124T13:51_UTC.wav
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[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling with the ABB Health Center and I'm just trying to call and verify eligibility for a patient that I have in office this morning.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] The name is [PII]. The contact number is [PII].
[AGENT][NEUTRAL] OK. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 01986373.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh. That's just what one of these right now. That's fine.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active, it's been effective since.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Can I get a reference number for this call?
[AGENT][NEUTRAL] Sure, 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] Alrighty perfect thank you so much for your time.
[AGENT][POSITIVE] You're very welcome, [PII], and thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Nope, that will be it. Thank you so much.
[AGENT][POSITIVE] Alright, have a great day. You're welcome.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] I don't know, bro. I thought you knew how to do it.