AccountId: 011433970860
ContactId: 77a9c2d7-dbc0-4ae2-9fe5-adf2a665dfa5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117910 ms
Total Talk Time (AGENT): 58250 ms
Total Talk Time (CUSTOMER): 31959 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/77a9c2d7-dbc0-4ae2-9fe5-adf2a665dfa5_20250408T15:27_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] Good morning. This is [PII] with Nova Health. I was just calling to verify coverage for a member.
[AGENT][POSITIVE] OK, I can definitely help you with the coverage, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you for that. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 002288073.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right. And I just need you to verify the member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And 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. So I am showing that the policy um is no longer active. It was effective.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] It was effective from [PII] and um she doesn't have any policies with us after [PII].
[CUSTOMER][NEUTRAL] OK. All right, that is all I needed. Do you give a call 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], and my name is [PII]
[CUSTOMER][POSITIVE] Alright thank you so much. I hope you have a great day.
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that is all. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye.