AccountId: 011433970860
ContactId: 8a5c927d-2556-43b6-bab3-1b8904492afc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190210 ms
Total Talk Time (AGENT): 70265 ms
Total Talk Time (CUSTOMER): 58908 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/8a5c927d-2556-43b6-bab3-1b8904492afc_20250116T18:41_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] Hi [PII], this is [PII] calling from Consolidated Medical. I need to verify a policy on a patient.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh, contact number is [PII] and the policy number is 009494722.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] OK, the member is [PII] and the, what is it you need?
[AGENT][NEUTRAL] Hold on one moment, and you said the policy number is 0094994722?
[CUSTOMER][NEUTRAL] Uh uh 009494722
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's, that's not, do you have the APL policy card, um, policy card, ID card available?
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go look at her file.
[CUSTOMER][NEUTRAL] See what I see.
[CUSTOMER][NEUTRAL] No, that's not it. Uh.
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] The policy number on this is 009497 well wait a minute, maybe this is it 00949722.
[AGENT][NEUTRAL] OK, hold on one second. 949-722.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And then, um, can you give the first name again and the date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I locate the policy.
[AGENT][NEUTRAL] So it looks like this policy is no longer active. Um, it was effective from [PII], and there are no active, no other active policies um with APL.
[CUSTOMER][POSITIVE] OK, so you said it was from, OK, so OK, got you. Alrighty, well I do appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that's gonna be all.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too as well take care bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.