AccountId: 011433970860
ContactId: 8f478012-46a9-4cb2-8883-e4cad8fc6205
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88650 ms
Total Talk Time (AGENT): 43470 ms
Total Talk Time (CUSTOMER): 34459 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/8f478012-46a9-4cb2-8883-e4cad8fc6205_20250131T14:07_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 [PII], my name is [PII]. I'm with [PII]. I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. And Laina, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Sure, it's uh my phone number is [PII] and that's correct and then the policy number is 02022063.
[AGENT][POSITIVE] 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] Yeah, it's [PII] that date of birth.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. I'm actually showing the policy is no longer active. It was effective from [PII].
[CUSTOMER][POSITIVE] Perfect, that's what I needed.
[AGENT][NEUTRAL] Alright, well, um, well, you already said that I was gonna say, was there anything else I can help you with? Well, thank you, it's Friday, it's Friday.
[CUSTOMER][NEUTRAL] very Friday, yes.
[AGENT][POSITIVE] Well, thank you for calling APL [PII]. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye bye.