AccountId: 011433970860
ContactId: 8408c38e-4503-410e-b413-8ab8d6a9d43d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104860 ms
Total Talk Time (AGENT): 46314 ms
Total Talk Time (CUSTOMER): 51614 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/8408c38e-4503-410e-b413-8ab8d6a9d43d_20250612T13:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], my name is [PII].
[CUSTOMER][NEUTRAL] Excuse me, I'm calling from Aman, and I'm trying to check to see if a patient's insurance is still eligible.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well I can definitely help you with the eligibility. And Pam, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] And the policy number is 02137768.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Birthday [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 the policy is active. Um, it's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK. And do you have a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date and again that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In today's date, OK.
[AGENT][POSITIVE] All right, [PII], is there anything else I can help you with today? You're welcome.
[CUSTOMER][POSITIVE] Well, thank you so much. No, ma'am. That's good. Thank you. You have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APO you also bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.