AccountId: 011433970860
ContactId: 7648723a-c887-47c1-8ff9-41e342c5ac3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108099 ms
Total Talk Time (AGENT): 44736 ms
Total Talk Time (CUSTOMER): 48158 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7648723a-c887-47c1-8ff9-41e342c5ac3a_20250318T19:14_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] Hello [PII], my name is [PII] with Blue Cross Blue Shield Insurance. I'm just calling to verify eligibility on a mutual member.
[AGENT][POSITIVE] OK, and um I'll be more than happy to help you with the eligibility. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yes, our contact number is gonna be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] So the one we have on file is um and I don't know how accurate it is 01678060.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And 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. Um, so this policy was active from [PII], and they've had no active policy with us since then.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. OK, that's exactly um what I thought and I will get that updated um and that's actually all I needed to know. Do you happen to have a reference number?
[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] Perfect thank you so much and have a great rest of your day, [PII].
[AGENT][POSITIVE] Thank you, [PII]. You also and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Alright thank you bye.