AccountId: 011433970860
ContactId: 8b8591b0-7ec3-4848-bf9a-599c02aca1fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134000 ms
Total Talk Time (AGENT): 47686 ms
Total Talk Time (CUSTOMER): 46031 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8b8591b0-7ec3-4848-bf9a-599c02aca1fe_20250506T12:35_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I just called a minute ago and um something happened. I got cut off. Um, I need eligibility on a member, please.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII], last name initial [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify eligibility for?
[CUSTOMER][NEUTRAL] 016594
[CUSTOMER][NEUTRAL] 63.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[AGENT][POSITIVE] I'll be able to assist you.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] She did say the policy was term, but then there was a new one.
[AGENT][NEUTRAL] So let me give you the correct policy number. Let me know when you're ready for it because the one that you provided has been expired.
[CUSTOMER][POSITIVE] Sure, go ahead, I'm ready.
[AGENT][NEUTRAL] It is 2502445. It's 2502445.
[CUSTOMER][NEUTRAL] OK, effective date?
[AGENT][NEUTRAL] [PII] and it's currently active. You're calling to verify benefits and eligibility for what place of service for Eli.
[CUSTOMER][NEUTRAL] I don't need eligibility. I mean, I, I just needed the eligibility effective date, that's all.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, can I get the spelling of your name, please?
[AGENT][NEUTRAL] [PII], and today's date is a reference karma because we don't provide reference numbers.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] You're welcome thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.