AccountId: 011433970860
ContactId: 99f1f7ac-9879-4cb0-a0a2-94952489bee2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134539 ms
Total Talk Time (AGENT): 45584 ms
Total Talk Time (CUSTOMER): 41977 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/99f1f7ac-9879-4cb0-a0a2-94952489bee2_20250529T13:46_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], I was just trying to um verify benefits for, excuse me, eligibility for patients.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My name is [PII]
[AGENT][POSITIVE] Thank you and I did, oh, I'm sorry.
[CUSTOMER][NEUTRAL] And the callback.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Uh, you need a number, right?
[AGENT][NEUTRAL] Yes, and the policy number.
[CUSTOMER][NEUTRAL] I want
[CUSTOMER][NEUTRAL] My number is.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 692-55.
[AGENT][POSITIVE] Thank you and a good contact number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[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] Uh, [PII].
[CUSTOMER][NEUTRAL] Birthday is um [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Uh, uh, may I have a reference number, please?
[AGENT][NEUTRAL] Sure, 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] OK, perfect.
[CUSTOMER][POSITIVE] OK, thank you [PII] I appreciate your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That was everything.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day, [PII].
[CUSTOMER][NEUTRAL] 62
[AGENT][POSITIVE] Thank you. Bye