AccountId: 011433970860
ContactId: 9acebd22-ae1b-4639-933d-7d72220116d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90989 ms
Total Talk Time (AGENT): 41991 ms
Total Talk Time (CUSTOMER): 35778 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/9acebd22-ae1b-4639-933d-7d72220116d1_20250606T19:48_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 and I need to verify eligibility for patient please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] 2502546
[CUSTOMER][NEUTRAL] Is his daughter.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Because that there it's almost like.
[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. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Thank you, and I need 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][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And what was your first name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Thank you, have a good day.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye bye.