AccountId: 011433970860
ContactId: 854a677b-058f-4233-a7cb-a0fc1b81a69c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77120 ms
Total Talk Time (AGENT): 34151 ms
Total Talk Time (CUSTOMER): 29269 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/854a677b-058f-4233-a7cb-a0fc1b81a69c_20250106T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Starkville Physical Therapy, and I'm just calling to verify this member's eligibility.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, the phone number is [PII].
[CUSTOMER][NEUTRAL] And policy number is 982-078.
[AGENT][POSITIVE] 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] Yes, [PII] [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 and it's been effective since [PII].
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's gonna be it.
[AGENT][POSITIVE] Alrighty, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you