AccountId: 011433970860
ContactId: 7fea5cf7-10a2-404c-9edb-e90f64da57d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119389 ms
Total Talk Time (AGENT): 48516 ms
Total Talk Time (CUSTOMER): 41038 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/7fea5cf7-10a2-404c-9edb-e90f64da57d6_20250314T18:33_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] Hi, [PII]. My name is [PII]. I'm calling from provider's office and want to check the benefits of the patient. Could you please help me with that?
[AGENT][POSITIVE] Yes, I'll be more than happy to help you with the benefits and for my notes, can you spell your first name for me please and provide a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] The member ID number is 1,568,750.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. 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 So I'm actually showing the policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] Could you please spell out your name for me, please?
[AGENT][NEUTRAL] Sure, my name is [PII], first initial and my last name is [PII].
[CUSTOMER][NEUTRAL] Is there any reference number for this call I know?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you so much for this information. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, uh, no, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Uh, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.