AccountId: 011433970860
ContactId: 96117d08-865c-4ae1-bec8-355dfae09a0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107959 ms
Total Talk Time (AGENT): 43228 ms
Total Talk Time (CUSTOMER): 53639 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/96117d08-865c-4ae1-bec8-355dfae09a0b_20250509T17:12_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] Hi, [PII]. My name is [PII]. I'm calling from provider's office regarding member eligibility.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility, [PII]. And may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Call. Mhm. Sure. Contact number will be [PII] with extension [PII].
[CUSTOMER][NEUTRAL] And the policy number is 01858076 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Ma'am my name will be [PII]. The date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there are no other active policies with APL.
[CUSTOMER][POSITIVE] Thank you so much for that. So, and now for the confirmation, the effective date is [PII] and it got down on [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you so much for the information. Since the member plan is no longer active, I have no more questions. Is there a reference number for our call?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much and have a great day and stay safe.
[AGENT][POSITIVE] You're welcome, [PII]. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye.