AccountId: 011433970860
ContactId: 85778523-4fb6-401c-9763-3918597971ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107720 ms
Total Talk Time (AGENT): 55338 ms
Total Talk Time (CUSTOMER): 33577 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/85778523-4fb6-401c-9763-3918597971ee_20250128T16:13_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, my name is [PII]. I'm calling from Riverside Surgery Center. Um, I just need eligibility for a member.
[AGENT][POSITIVE] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEGATIVE] Did you know how to Yeah, it is oh no that's not it.
[CUSTOMER][NEUTRAL] Um, 02129457.
[AGENT][NEUTRAL] 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] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. Um it was effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There was a policy after that, but that one is no longer active either. Did you need that information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, if you could.
[AGENT][NEUTRAL] OK, um, so the policy number is 254.
[AGENT][NEUTRAL] 392 8.
[AGENT][NEUTRAL] And that policy was effective from [PII].
[CUSTOMER][POSITIVE] All right, perfect. Thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] That is all. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling API. You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye bye.