AccountId: 011433970860
ContactId: 81366378-a5cc-4051-98c8-5321da699e21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151839 ms
Total Talk Time (AGENT): 77425 ms
Total Talk Time (CUSTOMER): 45346 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/81366378-a5cc-4051-98c8-5321da699e21_20250116T17:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I need to obtain eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefits for members, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 02018363 ML 8.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so any information that I do provide for you today, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. So on this policy, she having the spouse to the subscriber but this policy is no longer active. Is this for a future data service that you're needing information on [PII]?
[CUSTOMER][NEUTRAL] The, yes, it would be for next [PII].
[AGENT][NEUTRAL] I'm so sorry, which dates again next week you said?
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] I said, um, no, uh, the [PII], next, next Tuesday.
[AGENT][NEUTRAL] OK. So, yes, ma'am, this policy is no longer active. It was active from [PII].
[AGENT][NEUTRAL] They did have other coverage after that, but there is nothing active at this time.
[CUSTOMER][NEUTRAL] Nothing active at this time. OK, thank you so much. You said your name was [PII]?
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, and you would use my name along with today's date if you need a call reference number.
[CUSTOMER][NEUTRAL] OK, can I have the fir, the initial to your last name?
[AGENT][NEUTRAL] Absolutely. It's [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good day.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL [PII]. I hope you have a nice afternoon also.
[CUSTOMER][POSITIVE] Bye-bye. Thank you.