AccountId: 011433970860
ContactId: 8fe28c8b-cc9d-44a0-82db-771906cf5973
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132369 ms
Total Talk Time (AGENT): 65067 ms
Total Talk Time (CUSTOMER): 40096 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/8fe28c8b-cc9d-44a0-82db-771906cf5973_20250428T13:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pota's office, checking on eligibility for a member.
[AGENT][POSITIVE] I'm sure I keep I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII]. Along with this, I would like to inform you that this call is being recorded for quality and training purpose.
[AGENT][NEUTRAL] OK, that's fine. Um, could I please have the policy number?
[CUSTOMER][NEUTRAL] Policy number starts with 1420746.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK your name is [PII].
[CUSTOMER][NEUTRAL] B B C.
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active. And what other information do you need?
[CUSTOMER][NEUTRAL] Help me with the mailing address.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your assistance. Help me with the call reference number.
[AGENT][NEUTRAL] Yes, for the call reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial [PII] like [PII], and today's date. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] No, thank you so much for your assistance. Have a great day.
[AGENT][NEUTRAL] You do the same, OK. Thank you for calling APL bye.