AccountId: 011433970860
ContactId: 9de79092-e554-4ed7-a53b-114669d2604f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81660 ms
Total Talk Time (AGENT): 45182 ms
Total Talk Time (CUSTOMER): 30241 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/9de79092-e554-4ed7-a53b-114669d2604f_20250305T14:03_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] Yes ma'am, I just need to confirm eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and [PII], 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's 1912984.
[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] It's [PII]. 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. And I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK thank you um can I have your name?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, my name is [PII] The first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Thank you and a reference number for the call?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] You're welcome bye bye.