AccountId: 011433970860
ContactId: a6b8812f-5e08-4f3a-be00-fc9b9eb84509
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70620 ms
Total Talk Time (AGENT): 40200 ms
Total Talk Time (CUSTOMER): 21270 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/a6b8812f-5e08-4f3a-be00-fc9b9eb84509_20250219T18:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I just needed to check a patient's plan to make sure they're still active.
[AGENT][POSITIVE] OK, I can definitely 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 for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] 025439997
[AGENT][NEUTRAL] That was 025439997.
[CUSTOMER][NEUTRAL] Yes.
[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 And I am showing the policy is no longer active. It was effective from [PII], and there were no other active policies since then.
[CUSTOMER][POSITIVE] OK alright thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.