AccountId: 011433970860
ContactId: 91f9ce13-8884-4751-9d4f-9ad3c3305f84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134259 ms
Total Talk Time (AGENT): 66932 ms
Total Talk Time (CUSTOMER): 41041 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/91f9ce13-8884-4751-9d4f-9ad3c3305f84_20250115T20:41_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] Uh, good afternoon, [PII]. My name is [PII]. I need to verify eligibility and outpatient benefits for the patient, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility and outpatient benefits, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01921149.
[AGENT][NEUTRAL] 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] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] So I'm actually showing that the policy is no longer active. It was effective from [PII].
[AGENT][NEUTRAL] Now what
[CUSTOMER][NEUTRAL] So it's inactive right now?
[AGENT][NEUTRAL] Right, that policy is inactive, but there was a policy after that, which is also now active. I'm sorry, now inactive. Did you need that information?
[CUSTOMER][NEUTRAL] Oh, OK, but patient has another active policy, you said?
[AGENT][NEUTRAL] No, there's no active policy. I'm just saying there was a policy after the one you gave, but it's not active either.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so no, never mind. OK, OK, um, I need reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name. So that's [PII], first initial to my last name is [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you, and I'll appreciate your help, OK?
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] You're welcome thanks for calling API have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.