AccountId: 011433970860
ContactId: abcda1a0-5731-4060-b753-41c98185a6d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141720 ms
Total Talk Time (AGENT): 65050 ms
Total Talk Time (CUSTOMER): 35512 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/abcda1a0-5731-4060-b753-41c98185a6d8_20250605T18:35_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Hi, I need to know if the patient is active with you all.
[AGENT][NEUTRAL] OK, you're needing to verify eligibility to see if our policy is active, is that correct? Yes, I can help you with that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII]. That's [PII].
[AGENT][NEUTRAL] OK, thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It's 1204852 M as in monkey, L as in lemon, and the number 8.
[AGENT][NEUTRAL] OK thank you one moment while I get the member's information pulled up please.
[AGENT][NEUTRAL] OK, and any information that I do provide for you today would be would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do show that he had been the subscriber on the supplemental policy, Rebla, but this policy is no longer active. It was active from [PII] to its term date of [PII].
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] And there was another policy after that, but it's no longer active either. At this time, there is no active coverage with us.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, perfect. Sounds good. Thank you so much. I hope you have a great day.
[AGENT][POSITIVE] OK, I hope you have a great day too, and if that's all I can help you with, Revia, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you. Likewise. Bye-bye.
[AGENT][POSITIVE] You. Thank you. Bye-bye.