AccountId: 011433970860
ContactId: 855e6316-c5eb-47ec-a154-a1c2ee742c2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180080 ms
Total Talk Time (AGENT): 65958 ms
Total Talk Time (CUSTOMER): 69404 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/855e6316-c5eb-47ec-a154-a1c2ee742c2c_20250507T18:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. Hi, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, yeah, ma'am. My name is [PII] calling from the provider's office to verify patient eligibility. Could you please help me?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the patient's eligibility, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. And the member ID is 02361661.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], the 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], I'm sorry, [PII].
[CUSTOMER][POSITIVE] Thank you. And could you please spell your name for me?
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Also, I do have one more question. Could you please help me?
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] Yes, one moment. 02144295.
[AGENT][NEUTRAL] And the first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that, and I'm showing the policy is no longer active. It was effective from
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII], and there were no other policies since that one.
[CUSTOMER][NEUTRAL] 11 of 23, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Thank you. And uh is there any call reference number for this call?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you and have a great day.
[AGENT][POSITIVE] You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, bye.