AccountId: 011433970860
ContactId: a010e126-2060-4432-b4fe-fa8c5deaaf24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79230 ms
Total Talk Time (AGENT): 36054 ms
Total Talk Time (CUSTOMER): 29980 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/a010e126-2060-4432-b4fe-fa8c5deaaf24_20250103T14:13_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 calling on behalf of a hospital. I'm trying to verify a member's eligibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, policy 02544110.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And [PII], can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [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 am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. [PII] and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. [PII] to you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.