AccountId: 011433970860
ContactId: a8d862bb-8f44-45b4-b80b-05cd7eecbdf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103269 ms
Total Talk Time (AGENT): 41240 ms
Total Talk Time (CUSTOMER): 38367 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/a8d862bb-8f44-45b4-b80b-05cd7eecbdf2_20250530T20:06_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] Yes, hi. My name is [PII]. I'm just calling to check um eligibility for a patient who has an appointment coming up.
[AGENT][NEUTRAL] OK, I can help you with the
[CUSTOMER][NEUTRAL] I'm calling from Yale.
[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] Sure. It's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 2493498
[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] Um, I can spell it for you. I can't, it's [PII] Last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. What was your name again?
[AGENT][NEUTRAL] My name is [PII]. The first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a good weekend.
[AGENT][POSITIVE] You also, and thanks for calling APL. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, thanks for calling API. Have a great weekend bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.