AccountId: 011433970860
ContactId: 911f4de0-7ec2-41ca-bf6c-af17e19ee59e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79410 ms
Total Talk Time (AGENT): 30826 ms
Total Talk Time (CUSTOMER): 30110 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/911f4de0-7ec2-41ca-bf6c-af17e19ee59e_20250402T12:31_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] Good morning, [PII]. My name is [PII] and I'm calling from practice. I need an eligibility date for a member's plan.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 20,720
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first name [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and the policy has been active since [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Great. OK, [PII], thank you so much. That's all I needed for today. Have a wonderful day.
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] You also, and thanks for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.