AccountId: 011433970860
ContactId: a3cc5014-0aef-4cf2-bbea-31186df293c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112739 ms
Total Talk Time (AGENT): 51173 ms
Total Talk Time (CUSTOMER): 36053 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/a3cc5014-0aef-4cf2-bbea-31186df293c9_20250612T19:48_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] Uh, yeah, I just need to verify if a patient had active coverage on a prior data service.
[AGENT][NEUTRAL] OK, I can check the eligibility for you. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] [PII], that'll be [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] They gave 02503276.
[AGENT][NEUTRAL] 76 alright 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] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um what is the data service that you'd like to look for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so this policy would be the correct one. This policy has been active since [PII].
[CUSTOMER][NEUTRAL] Alrighty and uh where would the claim be mailed to?
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Alrighty, and what was your name again?
[AGENT][NEUTRAL] My name is [PII]. First initial and my last name is [PII].
[CUSTOMER][POSITIVE] Alrighty thank you very much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that is it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] But