AccountId: 011433970860
ContactId: 7edf2dea-4f4f-4703-9b53-ff662ee6e5c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96410 ms
Total Talk Time (AGENT): 45620 ms
Total Talk Time (CUSTOMER): 36760 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/2025/03/07/7edf2dea-4f4f-4703-9b53-ff662ee6e5c9_20250307T20:42_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] Hey [PII], this is [PII] calling from Grace Internal Medicine. I just need to verify eligibility for a patient.
[AGENT][POSITIVE] All right, well, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 02486379.
[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] Um, [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. I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you want to go over any benefits today?
[CUSTOMER][NEUTRAL] Uh, no thank you, but if you could just give me a reference number and your name please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So that's [PII].
[CUSTOMER][POSITIVE] All right I appreciate it and thank you so much.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You do the same thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.