AccountId: 011433970860
ContactId: 981018ff-094b-41df-8eac-aad42772abab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71319 ms
Total Talk Time (AGENT): 36858 ms
Total Talk Time (CUSTOMER): 21949 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/981018ff-094b-41df-8eac-aad42772abab_20250203T14:33_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] Hi [PII], my name is [PII]. I'm with Women's Health Group, and I need to get benefits on a patient.
[AGENT][NEUTRAL] OK, well I can um help you with the benefits, and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And the member's policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02542029
[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. So I'm actually showing the policy is no longer active. Um it was effective from [PII], and there's no other active policy since that one.
[CUSTOMER][POSITIVE] Alright, thank you so much I appreciate it [PII] you have a good day.
[AGENT][POSITIVE] You also and thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.