AccountId: 011433970860
ContactId: acfa8aaa-87dc-4d62-9892-639e4f4fc983
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80110 ms
Total Talk Time (AGENT): 39059 ms
Total Talk Time (CUSTOMER): 33001 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/acfa8aaa-87dc-4d62-9892-639e4f4fc983_20250310T14:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I need to verify coverage for a patient, please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Carolina's Medical Center. Contact number is [PII].
[AGENT][NEUTRAL] Thank you for that. And can, may I have the member's policy number?
[CUSTOMER][NEUTRAL] It's 01877165, M like Mary, L like Larry, and the number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] His first name is [PII], last name is [PII], [PII] Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is no longer active. It was effective from [PII], and there were no other um active policies after this one.
[CUSTOMER][POSITIVE] Alrighty, thank you so much and I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII] and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.