AccountId: 011433970860
ContactId: 8697c7b6-1f93-4177-9b22-2be9b58c40af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78430 ms
Total Talk Time (AGENT): 29891 ms
Total Talk Time (CUSTOMER): 26116 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/8697c7b6-1f93-4177-9b22-2be9b58c40af_20250603T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to verify my patient is active.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 02284267
[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] Uh.
[CUSTOMER][NEUTRAL] Uh, you want the provider or the patient that's coming in? Like the subscriber or the patient?
[AGENT][NEUTRAL] The patient's fine.
[CUSTOMER][NEUTRAL] The patient, her name is [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is the verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect. All right, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?