AccountId: 011433970860
ContactId: 852d894a-9dfa-4c1d-b486-5780b65182c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98199 ms
Total Talk Time (AGENT): 35617 ms
Total Talk Time (CUSTOMER): 37459 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/852d894a-9dfa-4c1d-b486-5780b65182c8_20250130T20:10_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] Hey [PII], good afternoon. Um, I just need an effective date on a patient's plan, please.
[AGENT][NEUTRAL] OK, well, I can help you with the effective date. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII]. And what's your last initial [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then a good contact number and just and the policy number.
[CUSTOMER][NEUTRAL] Oh, yes, uh [PII].
[CUSTOMER][NEUTRAL] And the policy number, I have 1,458,730.
[CUSTOMER][NEGATIVE] I feel like something's missing there.
[AGENT][NEUTRAL] That was
[AGENT][NEUTRAL] You said 1,358,730?
[CUSTOMER][NEUTRAL] Oh no, I'm sorry I said um 1,458,730.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active, it's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect. Alright, that was it for today. Thank you so much for your time. Have a great day.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL you also. Bye-bye.