AccountId: 011433970860
ContactId: 825cef42-05de-4014-a5e0-1bf7f963c034
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120569 ms
Total Talk Time (AGENT): 46520 ms
Total Talk Time (CUSTOMER): 62882 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/825cef42-05de-4014-a5e0-1bf7f963c034_20250213T21:29_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] Yes and uh my name is [PII] and I want to verify to see if the policy is still active.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility 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. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02546491
[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] Uh, the member or the subscriber, I mean the, the patient.
[AGENT][NEUTRAL] Uh, either or, it, it doesn't matter.
[CUSTOMER][NEUTRAL] Um, uh, the patient is [PII].
[CUSTOMER][NEUTRAL] And his 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, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, alright, uh, still effective, same policies, no, yep, alright, no changes on that, OK, and it doesn't show you or foresee this policy canceling any time soon?
[AGENT][NEUTRAL] No, I didn't see a future lapse or anything on it.
[CUSTOMER][NEUTRAL] OK, alright, and can you give me a call reference please?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date, um, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] So it's [PII] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much for your help.
[AGENT][POSITIVE] You're welcome, [PII]. Well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.