AccountId: 011433970860
ContactId: 84f0fc1e-812e-4ca3-8a7d-f5f801cf1455
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132199 ms
Total Talk Time (AGENT): 68199 ms
Total Talk Time (CUSTOMER): 33754 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/84f0fc1e-812e-4ca3-8a7d-f5f801cf1455_20250529T20:14_UTC.wav
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[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] but to try to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] I can barely hear you.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I need to get benefits on the patient.
[AGENT][NEUTRAL] OK, [PII], you don't need eligibility, you only need benefits, is that correct?
[CUSTOMER][NEUTRAL] Uh yeah, benefits and eligibility. Mhm.
[AGENT][NEUTRAL] You do need both, OK, I can help you with those. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 1016955.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I do show and again in the information provided is a verification of benefits and not a guarantee of payment. I do show that he had been the subscriber on this supplemental policy, [PII], but this policy is no longer active. The policy's effective date had been [PII], and this policy termed [PII], and there is no other active coverage with APL.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful thank you so much have a great day.
[AGENT][POSITIVE] OK. Well, yes, ma'am, you too. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, thank you. Bye bye.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You as well.