AccountId: 011433970860
ContactId: 91ac0698-a178-4c21-a3c5-9b50d8a2bc38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157559 ms
Total Talk Time (AGENT): 59604 ms
Total Talk Time (CUSTOMER): 35735 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/91ac0698-a178-4c21-a3c5-9b50d8a2bc38_20250423T17:32_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII], uh, to check eligibility for a patient.
[AGENT][NEUTRAL] OK, you're eligibility. You do not need benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Um, it's gonna be 1389.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 999.
[CUSTOMER][NEUTRAL] The letters ML and then 8.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and then date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I do show that she had been the subscriber on the supplemental policy, but this policy is no longer active, [PII]. This policy was active from [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And there is no other policy that is active at this.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][POSITIVE] Alrighty, OK, that's all I needed thank you so much.
[AGENT][NEUTRAL] Time with APL.
[AGENT][POSITIVE] All right. Well, you're very welcome. So again, that is all I can help you with. Thank you for calling APL and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank