AccountId: 011433970860
ContactId: 8dd902fe-9453-467b-a3ac-d44f6fdff8a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125160 ms
Total Talk Time (AGENT): 56960 ms
Total Talk Time (CUSTOMER): 43442 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/8dd902fe-9453-467b-a3ac-d44f6fdff8a7_20250501T20:37_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, my name is [PII] calling from provider's office to check and eligibility. Could you please help me with that?
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the eligibility and did you say your name is [PII]?
[CUSTOMER][POSITIVE] Yes, it is correct.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line. There is no any extension.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 1659554.
[AGENT][POSITIVE] Thank you. 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] The member's first name is [PII]. The last name is [PII] Date of birth [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 And I am showing um that the policy is no longer active. It was effective from [PII], and that was the last um policy that they had with APL.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. [PII] and the time date is [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] Sure, my name is [PII] my [PII] [PII].
[CUSTOMER][NEUTRAL] I know the call reference number?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help. Have a great day. Bye.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.