AccountId: 011433970860
ContactId: a19e887c-869b-4ae7-91a3-0b4049abf48b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83019 ms
Total Talk Time (AGENT): 37432 ms
Total Talk Time (CUSTOMER): 28434 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/a19e887c-869b-4ae7-91a3-0b4049abf48b_20250416T18:17_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. My name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] calling from Memorial Healthcare System. I'm trying to verify patient's plan is active for their supplements.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, policy 02579414.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK
[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][POSITIVE] OK, perfect. Thank you. Have a good day. OK.
[AGENT][POSITIVE] You're welcome. You also, [PII], was there anything else I can assist with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] Alright, have a good day and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK, you too.